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How will you make an impact in this role?
Description for an IVR PO role along with UX/UI profile
Job Summary:
We are seeking a highly motivated and experienced Voice Response Capabilities Product Owner with a strong background in UX/UI design to join our dynamic team. This role will be pivotal in shaping the future of our interactive voice response (IVR) systems, ensuring a seamless and intuitive customer experience. The ideal candidate will possess a deep understanding of IVR technologies, user-centered design principles, and agile methodologies. You will be responsible for clearly defining the product requirements, prioritizing features, and collaborating with cross-functional teams to deliver exceptional IVR solutions.
This team has ownership and accountability for the performance and customer satisfaction of the Voice Response capability across all business lines and markets across Global Servicing Group and other lines of Business.
The successful candidate will participate actively in all phases of the development process with engineers, designers, and internal and external technology partners to deliver the right user experience. This individual will also collaborate with partners from all lines of business and Operations leaders to ensure proper operational readiness and change management for new features and enhancements.
The person in this role will be responsible for working closely with key stakeholders across the business including Compliance, Risk, Legal, Technology, Operations, Servicing Strategy, Digital Labs, Enterprise Digital & Analytics teams to drive projects that ensure timely and accurate delivery of our initiatives, meeting and satisfying all Governance and Compliance requirements
Minimum Qualifications - as PO
- Develop and maintain a clear product requirements for our IVR systems, aligned with business objectives and customer needs.
- Conduct market research and competitive analysis to identify opportunities for innovation and improvement.
- Define and track key performance indicators (KPIs) to measure the success of IVR initiatives.
- Product Ownership and Management:
- Serve as the primary point of contact for all IVR-related matters, acting as the voice of the customer and the business.
- Define and prioritize product backlog items, writing clear and concise user stories and acceptance criteria.
- Lead sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Manage the product lifecycle from concept to launch, ensuring timely delivery and high-quality results.
- Understand and document IVR flows.
- Communicate effectively with stakeholders at all levels, providing regular updates on product progress and performance such as Engineering, Business and Operations to ensure alignment and collaboration.
- Gather and incorporate feedback from customers and internal stakeholders to improve the IVR experience.
Preferred Qualifications -- UX/UI Design experience
- Apply user-centered design principles to create intuitive and efficient IVR flows.
- Conduct user research, usability testing, and A/B testing to gather insights and optimize the user experience.
- Design wireframes, prototypes, and user interfaces that are accessible and visually appealing.
- Collaborate with developers and designers to ensure seamless implementation of UX/UI designs.
- Ensure that the voice user interface (VUI) is optimized and efficient.
- Minimum 2-3 years of UI and UX design experience strong visual design skills and ability to create design systems for software web applications.
- You have a robust toolkit, from quick whiteboarding and hand-sketching, to Sketch, Invision and Adobe Creative Suite, etc.
- You are self-motivated and share responsibility for the team’s success and progress
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.