Job Description

Role: Product Owner /Analyst Innovation and Solutions III

Location: Chicago IL Hybrid (Day 1 Onsite)

Duration: 12 Months

Job Description:

Description:


As a Product Owner your mission is to improve the customer and employee experience while delivering innovative solutions through technology and process enhancements in the Customer Contact Centers. You will be working with crossfunctional motivated teams on highly visible and valuable projects. Serve as thought leader for business processes developing forwardthinking functionality that promote efficiency and productivity.


Function as a product owner for Customer Contact Center products. Develop and maintain subject matter expertise in all product aspects including policies and procedures NPS and optimization initiatives. Understand the current business processes and define future state process.


Execute key aspects of projects and programs by supporting the entire product lifecycle including writing detailed business requirements; participating in agile rituals; analyzing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; contributing to the overall definition of strategy and scope including working with business stakeholders to understand the goals; and identifying and sharing opportunities for improvement across product and process.


Define document and test realworld business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers Digital Products UX Technology Training Operations Customer Experience Marketing Loyalty Sales and more). Identifies opportunities for improvement across product process and team


Manage projects develop project plans and monitor performance. Communicate effectively with stakeholders and partners throughout the project. Proactively identify and manage interdependencies and risks


Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption


Leverage customer and employee insights to make datadriven customercentric decisions


24 years of product owner experience. Understanding of business analysis or industrial engineering or information technology related fields
Experience creating and writing detailed business requirements
Excellent written and verbal communication skills
Strong working knowledge of customer and employee service flows
Strong project management and problem resolution skills
Ability to adapt to changing business environment and priorities
Ability to grow as a subject matter expert
Competency in Microsoft applications including Word Excel and Outlook.
A track record of following through on commitments.
Strong organizational and time management skills.
BS/BA degree required

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