Digital Product Owner

Website Rak Bank

Job Description:

We are a diverse team comprising of over 3,000 employees from across 58 countries. We make conscious efforts to build talented and diversified teams and encourage people to develop their full potential. We are committed to providing a working environment that promotes work-life balance, career development, recognition and security for the future.

Job Responsibilities:

  • Responsible for being the end-to-end gatekeeper of the chat channel in all its avatars including RAKBANK chat and external chat platforms such as WhatsApp Messenger etc.
  • Understand the customer needs and pain points and ensure chat as a channel is in step with evolving customer needs and organizational capabilities
  • Coordinate with support teams to identify & resolve any production issues that may arise in order to ensure 24×7 functioning of Chat Channels
  • Leading efforts to accelerate the growth and capabilities of live and asynchronous chat sessions between customers and contact center agents, Elite relationship managers, Business Banking Group – Relationship Managers and other support teams.

Job Requirements:

  • Experience in defining the squad’s mission and backlog roadmap, identifying customer needs through research and interactions, prioritizing these needs, evaluating results and addressing obstacles for team members
  • Minimum 7 years’ of experience in digital product management at a leading Bank, Technology, Telecom, Utility, Fintech or any large consumer facing company.
  • Experience in conducting regular market comparison to keep abreast of trends in the banking industry
  • Experience in increasing the coverage and usage of Chat across the Bank
  • Experience in driving the strategy and tactical initiatives for Chat as a channel
  • Experience in enhancing Web Chat capability to make it most reliable and trusted communication channel for customers
  • Ability to collaborate with squad leads, analysts, developers, designers and testers to coordinate tasks and timelines within the team
  • Must have a Bachelor’s degree in Business Administration or any related disciple
  • Must have experience with Scrum/Agile development and Design Thinking
  • Must have a track record and passion for solving customer pain points digitally
  • Must have prior experience with live chat, NLP and Generative AI


Job Details:

Company: Rak Bank

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

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