Product Owner
Position Overview
The Product Owner for Sierra Customer Charlie leads the development and continuous enhancement of HomeServe’s AI-powered virtual assistant (“Charlie”), built on the Sierra AI platform, which automates high-volume contact-center workflows across voice and chat. This role advances HomeServe’s automation and digital-transformation agenda—enabling customer self-service to reduce live-agent call volume, lower cost-to-serve, and improve the customer experience—and owns the full lifecycle for Charlie capabilities, from opportunity identification and High-Level Design (HLD) through integration, go-live, and operations.
The role requires close collaboration with business stakeholders (Automation, Contact Center, Marketing/Compliance) and technical partners (Solution Architecture, Mulesoft ESB, Sierra AI, IT Security). The Product Owner balances conversational-AI design with business strategy to deliver measurable value—e.g., automating payment updates, job triage and creation, and marketing-preference handling—defines the Charlie product vision, champions the customer conversational experience, and drives continuous improvement using containment, deflection, and satisfaction insights, aligned to HomeServe Enterprise Solution Architecture standards.
Responsibilities
Product Strategy
- Define and drive product vision and strategy, from identification and planning, through to prioritization, solution design, development, and maintenance, ensuring alignment with organizational goals and user needs
- Analyze contact-center call drivers and automation opportunities to inform the Charlie product roadmap and prioritize high-volume, high-value use cases
- Engage with business stakeholders (Automation, Contact Center, Compliance) to gather insights, identify pain points, and ensure Charlie capabilities meet stakeholder and customer needs
- Lead review of conversation transcripts, containment/deflection data, and customer feedback, incorporating findings into the Charlie backlog
- Partner with Finance and business owners to quantify and track ROI for each automation (e.g., call-volume deflection, cost-per-call savings) and prioritize resources to maximize return
Product Management
- Actively participate in key Agile ceremonies—Sierra Office Hours, Customer Sprint Planning and Review, daily stand-ups (DSU), and Program Increment (PI) planning and solution demos
- Make strategic decisions on the prioritization of features and enhancements
- Develop and refine the Charlie (CCS) product backlog in Jira, ensuring it reflects business priorities and current-state automation flows
- Manage feature prioritization and cross-team dependencies (Sierra AI, Mul...
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