Senior Customer Experience Product Owner

7 months ago

Street, United Kingdom TD Bank Full time

Work Location:
1313 North Market Street

Hours:
40

Pay Details:
110,760 - 178,880 USD

Line of Business:
Enterprise Enabling Functions

**Job Description**:
The Senior Customer Experience Product Owner is responsible to ensure that a development team (pod) or multiple development teams (pods) are creating value for the organization through the delivery of customer-focused product increments. This entails aligning with other Product Owners and senior management to follow a product vision, creating and maintaining a prioritized product backlog, managing delivery blockers, continuously assessing customer feedback. The Product Owner II should always be considering how to maximize value, assessing how the product or the delivery process can be continuously improved, contributes to a positive work environment and ensures that work embodies the Agile principles of transparency, collaboration and engagement.

This role will:

- Drive the Customer Experience vision, strategy and execution.
- Provide end to end Customer Experience enhancements against all channels and touchpoints. The role will expand to all other TD products after a successful model is built within BankCard.
- Will be responsible for mapping Customer Experience journeys from origination, acquisition, onboarding engagement and retention, all the way through servicing. This includes fraud, collections etc.
- Analyze Customer Experience trends, irritants and build business cases for addressing Customer Experience opportunities and make investments and provide data to the Line of Business to help prioritize Customer Experience opportunities.
- Engage in discovery, documentation and research to design future state of omnichannel experience.

Depth & Scope:

- Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
- Deep expertise requiring significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areas
- Accountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practices
- Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work
- Integrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise
- Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements
- Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties
- Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field
- Requires innovative thinking to develop new solutions
- Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment
- Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context
- Provides leadership guidance, make recommendations and collaborate with business to ensure solutions meets the business needs on a complex project or program

Education & Experience:

- Undergraduate degree and / or product certificate required
- Graduate degree preferred
- 10+ years relevant experience
- 5-7 years Product Owner or Agile related delivery experience
- Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset
- Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset

Preferred Qualifications:

- Experience providing Customer insights
- Experience conducting Customer research
- Strong ability to translate data into stories
- Detail oriented
- Excellent communication skills.

Customer Accountabilities:

- Partners with senior management to support the delivery of a product vision
- In alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user value
- Continuously aligns with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadence
- Reviews performance analytics; recommend and champion strategies to enhance the customer or end user product experience
- Participates in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with

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