Product Owner - Digital Customer Service AI Tools

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The Digital Product Owner is responsible for the delivery and support of products and functionality within the product line. They are responsible for ensuring that the road map for their product is broken down into Epics, and Stories that a held in a backlog and that are prioritized for delivery by the product team. Acting as the voice of the customer to the product team this role ensures that the customers' expectations are met and managed through planning, execution, and sprint playbacks to the business. Lead and support the product team in sprint playbacks to ensure that business expectations are met, and the delivery is aligned to the business requirements. Support and lead the team in sprint retrospectives so that impediments encountered during the sprint cycle are not repeated, and that the process is continually improved so that the team's velocity is maximized without impacting quality. Responsible for discovering innovative product solutions that deliver the necessary value, are usable by the target audience, and can be delivered with the available resources in the required time frame. Impediments that are found during the development process will be resolved by the Product owner who will escalate or seek business input to ensure the team's development velocity is not slowed while ensuring that the business expectations are still met. The product owner is the subject matter expert for their products who can advise the business on their suitability for the requirements and advocate for the value they deliver.

This role's product scope will be focused on supporting AI automation and Chat experience solution delivery for Customer Experience teams within BA; the PO will need to partner with Corporate IT and CX teams to define, deliver, and measure capabilities per BA's requirements. The PO is accountable for optimizing and driving the end user (customer and agent) experience by authoring detailed requirements, as well as heavy partnership and alignment across Honeywell Corporate functions and SBGs to achieve those requirements.

Key Responsibilities

• Partner with Customer Service stakeholders and Corporate Technical Product Managers in developing the product strategy and advancing the BA strategic Digital goals; partner with IT delivery teams to ensure quality and efficacy of output

• Support Honeywell Corporate IT projects for AI tool delivery: case routing and response, agent assist tools, etc.

• Support Honeywell Corporate IT projects for Digital Chat Assistant (chatbot) and Live Chat experience within web and eCommerce tools

• Communicate to stakeholders and demo features and functionality including to senior leaders and end users; share overall strategy and roadmaps to varying audiences

• Conduct requirement planning, design, and quality of releases for this specific BA Digital Valuestream(s)

• Plan, and groom the enhancement backlog so that each sprint is prioritized to offer the best value in the shortest possible delivery time. Acting as the voice of the function/business to the product team and a key path to resolving

• impediments raised by the team; participate in all Agile ceremonies with IT and Product teams

• Ensure all items meet the definition of ready before they are entered into a sprint e.g., sized, stories complete, acceptance criteria agreed etc. Ensure all items meet the definition of done before they are included in the sprint demo

• Identifying challenges and opportunities to improve the agile process and the effectiveness of the product team. Be vocal advocate for the team and promote its activities and successes

• Work closely with leadership and several cross-functional teams to develop and deliver innovative consumer software and services

• Represent the voice of the customer and champion needs of the business and key stakeholders in defining use cases and subsequent user stories

• Ensure customer and product requirements are collected from the field and documented

• Define user stories, including the right level of detail, such that each user story guarantees proper acceptance criteria is met upon delivery.

• Planning, grooming and prioritization of user stories as preparation for Sprints and Releases

• Articulate details, prioritize backlog and guide the development process, ensuring all parties are working together to deliver the right solution

• Analyze customer/end user feedback and usage metrics to identify key pain points

• Deliver solutions that are long-term, large-scale and require vision, creativity, innovation, advanced analytical and inductive thinking

• Drive requirement definition, customer experience design, product roadmap, and prioritization

• Partner with BA teams to understand their customer needs and influence adoption of new services

• Manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.

YOU MUST HAVE

• Proven experience working in an Agile/Scrum and Lean environment in a Product Owner role, especially in a highly-matrixed organization

• Functional knowledge of Customer Service processes (agent procedures, case management, communication standards, customer needs, etc)

• Excellent competency in product/project management tools

• Excellent competency in communication and stakeholder management / demos

• Ability to synthesize user feedback and data to make data driven decisions.

• Ability to prioritize across competing priorities and juggle several work streams with multiple stakeholders

• 5+ years of experience in product or program management, product marketing, customer service, business development or IT/technology

• Experience with end-to-end product delivery

• Experience overseeing roadmap strategy and definition

• Experience with feature delivery and tradeoffs of a product

• Experience contributing to engineering discussions around technology decisions and strategy related to a product

WE VALUE

• Understanding of key information technology solutions and practices

• Strong business acumen and ability to translate new technology into business value

• Creation of result-oriented Management Operating System

• Effectively demonstrates ability to deliver on complex situations or problems

• Creative and collaborative problem solving capability

• Conveys specific, observable, and measurable expectations for each assignment

• Driving "fast and right" results in a matrixed environment

• Consistently makes timely decisions even in the face of complexity

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.