Tech Product Owner Customer Engagement

Full-time

Contract Type: Permanent

Directorate: Iberia CDIO

**Company Description**:
IAG Tech is part of International Airlines Group, one of the world’s leading airline groups, with 598 aircraft flying to over 270 destinations, carrying more than 118 million passengers each year.

IAG Tech provides world-class IT solutions to IAG’s operating companies which include Aer Lingus, Avios, British Airways, IAG, IAG Cargo, Iberia, Iberia Express, LEVEL and Vueling.

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, prioritize and sequence product features, coordinating Merchandising releases, deciding on timing and content
- Manage product financials, ensuring value is delivered to business at the appropriate cost, in alignment with agile program planning and iterations. Both internal and external cost management within the Merchandising program scope.
- Track value delivered to business and end customers through a proper set of KPIs that measure relevancy (e.g. Revenues), usage (e.g. transaction volumes), performance (e.g. SLAs), quality (e.g. defects) and delivery (e.g. velocity)
- Prepare for Program Increment (PI) or Townhall planning events, update the teams backlog and contribute to the program vision, roadmap, and content presentations
- Support program backlog refinement and prepare for Program Increment (PI) or Townhall planning and play a significant role in the planning event itself.
- Support story definition, providing the clarifications necessary to assist Customer Engagement agile tech teams with their story estimates and sequencing.
- Determine their team Program Increment objectives together with the entire Agile team(s).
- Build, edit, and maintain the team backlog, with input from System Architect/Engineering and other stakeholders.
- Delivery and maintenance of the Customer Engagement products within a DevSecOps model and mindset, being responsible for the delivery and support of new and existing produc