Senior Product Owner, Direct-to-Consumer AI

Position Overview:

The Senior Product Owner, Direct-to-Consumer (DTC) AI will lead the development and deployment of AI-powered solutions that transform HomeServe's Direct to Consumer business. Embedded within the AI organization, this role serves as the bridge between AI capabilities and DTC business objectives—translating customer acquisition, enrollment, and self-service challenges into intelligent solutions that deliver measurable value.

This role owns the AI product roadmap for DTC, identifying high-impact opportunities across digital enrollment, MyAccount, marketing personalization, and customer self-service. The Sr Product Owner will leverage HomeServe's AI portfolio—including conversational AI, machine learning, and automation technologies—to increase conversion rates, reduce abandonment, and enable hyper-personalized customer experiences.

The role requires close partnership with DTC business leaders to understand strategic priorities, while collaborating with AI engineers, data scientists, and platform teams to deliver solutions. The Product Owner will manage the full product lifecycle from opportunity identification and business case development through deployment and performance optimization. Success is measured by adoption of AI capabilities within DTC, quantifiable business impact, and acceleration of HomeServe's vision of AI-enabled customer experiences.

Consideration will be given to a hybrid schedule however preference will be given to in office candidates. 

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
• Conduct market research and competitive analysis to inform product strategy
• Engage with stakeholders to gather insights, identify pain points, and ensure their product meets stakeholder needs
• Lead user research initiatives and incorporate feedback into product development
• Create and maintain product roadmaps, prioritizing capabilities that deliver business value and align with user needs
• Collaborate with finance to develop and manage product funding models and budgets, ensuring efficient allocation of resources to maximize ROI

Product Management

• Actively participate in key planning and review sessions, including Program Increment (PI) planning and solution demonstrations / walkthroughs
• Make strategic decisions on the prioritization of features and enhancements
• Balance short-term needs with long-term goals, ensuring the highest value features are delivered to stakeholders in a timely manner
• Develop and refine the Product backlog, ensuring it reflects business priorities
• Manage Feature prioritization and dependencies, working with different product teams as required
• Review and provide input into user stories and acceptance criteria, ensuring alignment with business vision, priorities, and requirements

Functional Leadership and Collaboration

• Own the relationship with senior business leaders associated with the product, understanding their vision, objectives, and priorities for the product
• Support innovation and experimentation initiatives, encouraging new ideas and approaches that drive business growth and transformation
• Communicate the value and benefits of the product to business stakeholders, ensuring their buy-in and support
• Track key technical and product metrics in real time to improve the flow of work, and creates insightful feedback for the product team
• Coordinate and resolve issues and dependencies between their own product team and other product teams

Technical Leadership

• Oversee architectural planning to ensure sustainable product development that aligns with long-term technology objectives and roadmap
• Limit system customizations, adopting a fit-to-standard approach where possible
• Collaborate with technology teams to define and monitor key non-functional requirements (NFRs) that impact product performance and user satisfaction
• Collaborate with IT and security teams to ensure product quality and security compliance
• Manage technical debt and architectural runway

Documentation and  Knowledge Management

• Develop and maintain comprehensive product documentation
• Guide creation and maintenance of product-related user guides and training materials
• Document process flows and technical specifications
• Contribute to organizational learning and knowledge sharing

 

Es