Product Owner – Customer Query Management
Location: Glasgow
About the Role:
Albany Beck is seeking an experienced Product Owner to play a pivotal role in leading the design, development, and implementation of innovative tooling and technology solutions that enhance an efficient, customer-focused query management process. This is a consultancy role with a focus on driving measurable improvements in speed, efficiency, and quality of query resolution.
Key Responsibilities:
* Define and own the product strategy and roadmap for query management platforms.
* Work closely with technology, operations, and front-line teams to prioritize initiatives that deliver the highest business value.
* Maintain and refine product backlogs, user stories, and acceptance criteria, ensuring they reflect strategic priorities.
* Champion agile ways of working to accelerate delivery and measure success in terms of efficiency, speed, and quality.
* Partner with Change and Operations teams to provide seamless end-to-end solutions.
Skills & Experience Required:
* Solid experience as a Product Owner, ideally within financial services or commercial banking.
* Strong understanding of customer service workflows and query handling processes.
* Proven ability to convert business challenges into actionable technical requirements.
* Hands-on experience with Jira, Confluence, or similar agile tools.
* Excellent communication skills with the ability to influence and manage stakeholders effectively.