Product Owner Senior Lead

## Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

## Role Purpose:

Lead the strategy, evolution and delivery of digital chatbot products powered by Artificial Intelligence and Agentic AI. Translating customer needs and business opportunities into scalable, intelligent self-service solutions that improve customer experience, enables autonomous resolution and delivers measurable business value.

The role combines strong business ownership, hands-on AI and Agentic AI experience, and certified Product.

Ownership and Agile delivery leadership across business, customer experience, and technology teams.

## Key Accountabilities:

Product Strategy & Business Ownership

• Own the chatbot and Agentic AI product vision, roadmap, backlog priorities and outcome-based delivery plan.

• Translate business challenges, customer pain points and market opportunities into valuable digital journeys and capabilities.

• Set and manage KPIs such as containment, end-to-end resolution, digital adoption, customer satisfaction, and operational efficiency

Agentic AI & Digital Innovation

• Lead the design and enhancement of conversational AI, Generative AI and autonomous agentic customer journeys.

• Partner with AI and technology teams on intelligent workflows, actions, decisioning, integrations and continuous model improvement.

• Ensure responsible, reliable, and secure AI implementation, including appropriate business controls, human escalation and governance

Agile Product Ownership & Execution

• Own product discovery, backlog refinement, prioritization, user stories, acceptance criteria and value-based release planning.

• Work within Agile delivery frameworks, including Scrum and Kanban, to deliver iterative and measurable products. Improvements.

• Use customer feedback, performance analytics, and experimentation to continuously refine product outcomes.

Stakeholder & Cross-Functional Leadership

• Align business owners, customer experience, engineering, AI, architecture, operations, security, and delivery teams.

• Manage cross-team dependencies, product trade-offs, and senior stakeholder expectations through evidence-based decisions.

• Communicate product direction, investment rationale, delivery progress, risks and realized business impact

## Core Competencies:

• Business Acumen: commercial awareness, customer needs analysis and outcome-oriented decision-making.

• AI product Expertise: Agentic AI, Generative AI, conversational experiences, and practical understanding of LLM-based capabilities.

• Agile Product Leadership: product strategy, backlog ownership, prioritization, and incremental value delivery.

• Customer-Centric Thinking: end-to-end journey redesign, friction reduction, and digital resolution.

• Analytical & Stakeholder Leadership: KPI interpretation, business case development, communication, and influence.

• Technical Awareness: APIs, integrations, AI orchestration, automation, and operational governance.

Additional Advantages:

• Telecommunications, digital customer care, or large-scale service transformation experience.

• Exposure to LLMs, Retrieval-Augmented Generation (RAG), prompt engineering, AI agents, and intelligent workflow automation.

• Further certification in AI, digital transformation, or Agile Product Management.

Measures of Success:

Higher digital containment and autonomous resolution; improved customer satisfaction and operational efficiency; faster delivery of responsible AI-powered capabilities; measurable business impact.

## Qualifications & Experience:

• CSPO, PSPO or an equivalent recognized Product Owner certification.

• Proven experience working in an Agile environment, with practical application of Agile product management, Scrum/Kanban and cross-functional delivery.

• Demonstrated practical work with AI-powered products and Agentic AI solutions, ideally involving digital chatbots, conversational AI or intelligent customer-service journeys.

• Minimum 5 years of experience in Customer Experience, Digital Transformation, Product Management, Customer Operations, or similar business functions.

• Proven ability to convert customer and business needs into prioritized products outcomes, business cases, KPIs and stakeholder decisions.

• Bachelor’s degree in Business Administration, Business Information Systems, or another relevant Business-related field.

• Bachelor’s degree in Engineering is an additional advantage.

## Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

## Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.