Manager responsible for leading product management in IIoT - based inspection technology. Driving strategy, roadmap, and team development in Emerson’s Corrosion & Erosion business in Crawley, UK.
FI
Hybrid Service Desk AI & Automation – Product Owner, Associate Director
Posted 2 months ago
About the role
- AI Product Owner managing and improving the Service Desk AI Assistant for Fitch Group. Engaging users to enhance experience while collaborating cross-functionally with IT and stakeholders.
Responsibilities
- Take direct ownership of the technical development, configuration and ongoing enhancement of the Service Desk AI assistant.
- Build, implement and update AI models, automations and integrations – writing code or configuring platforms as needed to deliver key features and improvements
- Actively engage with end users and the Service Desk team to gather feedback and pain points, ensuring the Assistant evolves to meet real-world needs and delivers measurable improvements in user satisfaction and first-contact resolution rates
- Leverage automation capabilities to reduce manual workloads for the service desk, leading to faster ticket resolution times and enabling the team to focus on more complex issues.
- Analyze usage metrics and conversational analytics to identify knowledge gaps and training opportunities, continuously refining the Assistant’s responses to improve accuracy and effectiveness
- Establish a regular cadence for reviewing product performance, prioritizing enhancements, and implementing new features that keep the Service Desk AI Assistant aligned with evolving business objectives and technology advancements.
- Work closely with IT, business stakeholders, and external partners to ensure seamless integration of the AI Assistant with existing systems, driving adoption and maximizing organizational value.
- Keep up to date with AI technologies at both a technical and user level drive forward the Service Desk AI assistant to leverage the latest technologies.
- Partner with external and internal stakeholders to resolve AI related issue as well as define guidelines for application of AI
Requirements
- Strong background with AI technology on both a technical and user level
- Experience with Moveworks Agentic AI platform
- You are driven to improve the user experience
- Experience with building, deploying or managing AI/Chatbot assistants.
- Understanding of NLP (Natural Language Processing) concepts, AI model capabilities and knowledge management for ChatBots
- Familiarity with IT Service Management (ITSM) tools, mainly Jira Service Desk and have an understanding on how Service Desks operate
- Have an ability to analyze usage data, identify trends and make data-driven product improvements.
- Experience in collaborating with end users, business analysts, IT and external vendors.
- Translating business needs into technical requirements.
- Ability to identify workflow bottlenecks and automating repetitive tasks
Benefits
- Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
- A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
- Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
- Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
- Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
- Inclusive Work Environment : A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
- Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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