Digital Product Owner - Digital Help & AI

Job Description

Purpose of the role

To manage and drive the innovation strategy to meet customer needs and ensure the bank's long-term success and competitive edge. 

Accountabilities

• Execution of market research to understand customer needs, pain points, and emerging trends to support the analysis of profitability, market size and positioning for new products compared to existing offerings, and to identify opportunities for diversification to gain a competitive advantage.
• Collaboration with stakeholders across departments and teams including marketing, sales, technology, engineers, designers etc to generate innovative and feasible product ideas and prototypes for testing aligned with customer needs and strategic goals.
• Development of concepts and specifications which define features, functionalities, target market, user interface, technical specifications and potential revenue models of new products.
• Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
• Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product before launch.
• Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
• Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction, and revenue generation to assess the product's performance against set goals.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as a Digital Product Owner - Digital Help & AI at Barclays where you'll be responsible for the Digital Help experience across the mobile banking app and digital channels, with a particular focus on self-service tools and customer support journeys. You'll work closely with Product Owners, Product Managers, and feature teams to deliver enhancements and new capabilities that improve the customer experience. This role will support the delivery of integrated AI experiences, including the introduction of AI-powered features and the transformation of existing customer journeys through AI assistant capabilities. You'll also support senior stakeholders and colleagues across the team in delivering AI-related activities, ensuring alignment between journey, product, and feature team priorities.

To be successful as a Digital Product Owner - Digital Help & AI, you must have the following essential skills:

• Product Management & Product Ownership: Experience identifying customer needs through data and research, prioritising problems to solve, and owning products from discovery through delivery and continuous iteration.
• Customer-Centric Mindset: Ability to understand customer needs and translate insights into effective product solutions.
• Cross-Functional Collaboration: Experience working closely with engineers, designers, analysts, and business stakeholders to deliver customer outcomes.
• Risk & Control Awareness: Understanding of how to embed risk, control, compliance, and resilience considerations into product development and delivery.

Some other highly valued skills may include:

• AI Knowledge: Understanding of Generative AI and Agentic AI products, including awareness of the governance, risk, and control frameworks required to deliver these solutions safely and responsibly
• Financial Services Experience: Experience working within the financial services industry, with an understanding of the regulatory, risk, and customer environment

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role can be based in either London, Northampton or Knutsford.