Come join the Machine Learning & Intelligent Operations team who develops and sustains innovative solutions for Consumer & Community Banking (CCB) Operations, using Artificial Intelligence/Machine Learning (AI/ML), through a design-led approach, to dramatically enhance the customer and employee experience.
Job Summary: As a Product Associate within Machine Learning & Intelligence Operations (MLIO,) you will help drive the book of work for your product, coordinating execution of the product roadmap and embracing Agile methodology and best practices. You will interact with cross-functional teams comprised of technologists, data scientists, researchers, designers and analytics team members, all aligned to a shared strategic roadmap. This role is part of the Area Product Team that owns our Agent Assist Application: evee Assist. As part of this team, you will be relentlessly focused on the employee and/or customer experience, carrying forward the team's priorities to maximize the value of the product and the work of modeling & development teams.
Job responsibilities
- Support the product execution, roadmap, prioritization, and backlog for machine learning application supporting customer service (evee Assist)
- Analyze contact volumes and customer journey/friction points across a variety of channels to inform product feature prioritization
- Coordinate activities of agile product-aligned team that includes research, design, data scientists, machine learning engineers, and data analytics partners
- Manage existing product features and collaborate on the research, definition and development of new features to advance the product roadmap and performance
- Help to maximize product value delivered through backlog creation, management, and prioritization of epics and user stories
- Collaborate with user research and business / operations teams to identify and drive customer experience, behavior, and improvement opportunities
- Refine strategies and solutions to enhance self-service utilization and reduce customer contact volume
- Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance and Technology to ensure readiness to deliver on product roadmap
Required qualifications, capabilities, and skills
- Experience in Agile, applied to Technical Product Management, ideally with Artificial Intelligent/Machine Learning related products
- Familiarity with multi-disciplinary teams in a large, matrixed organization and fast paced agile development environment
- Demonstrate ability to contribute to strategic decisions, while vocally participating in team activities and adding value on execution activities
- Technical acumen; ability to grasp and help manage complex relationships with internal technology partners
- Ability to effectively leverage the power of analytics and customer insights for robust outputs
- Strong communicator with ability to fluidly interact with leaders, stakeholders, employees and third party vendors
- High School Diploma/GED
Preferred qualifications, capabilities, and skills
- Experience working in or with customer service operations Promote innovation in product development, user research, and analysis to shape and optimize our offerings.