FBS Customer Experience Product Manager

The CAS (Customer Agent Solutions) Digital Service Operations team manages the E2E digital service operations for all digital channels. As a Digital Product Operations Manager, you will oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements.

Responsibilities:

• Define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels.
• Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback.
• Manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution.
• Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc.
• Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements.
• Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution.
• Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning.
• Evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline agent workflows and improve customer self-service.
• Promote responsible AI through governance, transparency, bias monitoring, explainability, and data privacy practices.
• Lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations.
• Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding.

Experience & Education Requirements:

• Overall experience >8 years, 5+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
• Advanced project and process management experience. Agile preferred.
• Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field.
• Master’s degree preferred in Management, Analytics, Artificial Intelligence.

Other Critical Skills:

• Familiarity with GenAI tools, conversational AI platforms, and AI‑assisted productivity solutions.
• Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring.
• Strong understanding of AI ethics, governance, and responsible AI frameworks.
• Comfortable working in environments where AI‑driven decision automation informs prioritization and operational strategies.
• Possesses strong technical aptitude. Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel. Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.

Software / Tool Skills:

• Experience with AI/ML or data intelligence platforms (e.g., Azure ML, AWS SageMaker, Google Vertex AI,basic exposure acceptable).
• Hands‑on familiarity with GenAI copilots, prompt engineering concepts, or LLM‑based experience analysis tools.
• Experience interpreting insights from NLP, AI‑powered text analytics, or conversational AI systems.
• Hands on experience with user Feedback/Data analysis tools – Qualtrics, Fullstory, Mixpanel etc.
• Good proficiency or practical experience of A/B Testing tools.
• Agile tools such as Jira, Rally etc.
• Understanding of Contact center and CMS tools.
• Excel - Intermediate/Advanced. Proficiency in Microsoft 365
• Power BI (Highly Preferred)