Digital Product Owner I - IVR

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GENERAL FUNCTION:

This Digital Product Owner 1 will be responsible for our IVR (Interactive Voice Response) channel. Like Branch, Mobile & Online, and Messaging, IVR is a critical method that our customers interact with the Bank to get their jobs done. IVR sees 42MM calls on an annual basis. This product owner will partner closely with a squad of onshore and offshore engineers and key business stakeholders to deliver features in support of the Fifth Third Forward initiative, the operational efficiency value stream, and platform modernization. Lastly, you’ll leverage agile methodologies and a product mindset to organize the ongoing development and articulation of value for this application.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and maintain an appropriately prioritized backlog of user stories for implementation.
• Work with lead project managers and technical leads to determine scope and priorities for product development cycles.
• Develop appropriately detailed specifications for product features so that they are clearly understood by the development teams.
• Collaborating with Agile Scrum team on all new feature development, including building backlog, contributing to/reviewing/approving user stories, sprint support, and QA testing; including participating in agile team ceremonies such as sprint reviews/demos.
• Engaging with research team to define and implement customer usability testing, concept validation, and co-creation studies to gain insights and identify customer needs and solutions.
• Partnering with design and user experience colleagues to ensure an intuitive customer-research led UX/UI that meets customer needs.
• Working with cross-functional teams to get buy-in/approval/guidance, including lines of business, operations, legal, compliance, information security, fraud, and related functions.
• Track and monitor key performance indicators.
• Establish annual goals and objectives for products.
• Provide transparency and ongoing communications with line of business partners/key stakeholders.
• Maintain and provide product information to Servicing partners for contact center training documentation.
• Actively monitor industry trends; participate in industry forums, professional associations, conferences, etc.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's Degree or equivalent experience required.
• 2- 5 years of related experience.
• Solid digital product management background.
• Experience working in Agile development preferred.
• Ability to have fun and a willingness to try new things and challenge the status quo.
• Effortlessly collaborative with strong intellectual curiosity and creative problem solving.
• Strong analytical skills with ability to work through complex concepts/data and present well thought-out, simple solutions.
• Ability to self-motivate and work well independently and with different teams.
• Strong presence with ability to interact with and influence all levels of the organization.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of CRT screen.
• Travel approximately 25% (domestic).

Digital Product Owner I - IVR

LOCATION -- Cincinnati, Ohio 45202

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal em