Tech Product Owner

A jornada completa

Contract Type: Permanent

Directorate: Iberia CDIO

**Descripción de la empresa**:
About IAG Tech

IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values

At IAG Tech we share common values to help us create the right culture to underpin our thriving community:
Innovation | we value identifying new ways of using technology to solve business challenges

Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues

Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability

Transparency | we value honesty and integrity and always share the reality in a manner the business understands

Agility | we value responsiveness, speed and flexibility in everything we do

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored.

**Descripción del empleo**:
**Purpose of the role**:
To be trusted partner of the Customer business area owning the design, delivery and operation of the Customer Engagement Products which includes initiatives and evolutions of Omnichannel, Call Center servicing B2B and B2C, Claims, besides supporting the development and maintenance of the existing solutions, besides new developments and enhancements.

Customer Engagement is composed in three main agile product tribes: Contact Center Tools B2C & B2B, Omnichannel (chatbot / voicebot) and Claims forms. All of them are full stack teams with front and back developers, analyst / squad PO, QA, SM, Tech Lead and Solution Architect.
- As the lead of the “Customer Engagement” products, serve as the customer proxy, responsible for working with Product Management and other stakeholders—including others out of Customer Engagement business (Call Center, Omnichannel, Claims) such as CRM, Ancillaries, Digital and any others within Iberia organization business and technology.
- Keep strong relationship with the rest of Tech POs in Customer and all Customer & Commercial Business to be fully in line with their backlogs and find synergies in both together as a whole.
- Responsible for defining Initiatives / Epics / Stories and prioritizing the Product Backlog to streamline the execution of program priorities, while maintaining the conceptual and technical integrity of the features or components for the team(s).
- Master the products in scope being able to identify and measure the primary and secondary metrics (KPIs) and product value with its OKRs, so the communication between business and the product team is built on metrics besides the day to day decision-making and prioritization
- Play a significant role in maximizing the value produced by the product Customer Engagement teams, ensuring user stories meet the user’s needs and comply with the Definition of Ready and Definition of Done.
- In Customer Engagement, the Product Owner Lead shall have a good understanding of Salesforce, Reservation and DCS travel systems and within Omnichannel, also skills and experience on conversational & linguist experience products (IA and other tooling). In particular, it is desirable to have expertise to be the Tech Product Owner in omnichannel:
- Deep knowledge on technologies of Natural Language Processing (NLU) and generative language, as GPT family.
- Being familiarized with platforms and tooling used for training, evualuation and NLU/GPT deployment models
- Tech knowledge in the design and development of APIs to integrate back and front-end services
- Act as a key role/agent in digital and Tech transformation initiatives across the Group and in the Operating Company, in full alignment with Software Engineering and Enterprise Architecture, with their guidelines and inner source model.

**Accountabilities**

Working in partnership with IAG Tech and the business to:

- Build a strong and trustworthy relationship with Customer Engagement business and other Customer & Commercial Tech and Business stakeholders
- Define product tech features roadmap based on business priorities, prioriti