Director & Product Owner, RM Cockpit

Job Summary

The Senior Product Owner is responsible for shaping, delivering and driving adoption of AI / Copilot-enabled capabilities for the CRM platform to improve RM productivity, client engagement and sales outcomes. The role translates business priorities and user needs into scalable product solutions, driving discovery, delivery, platform adoption and continuous improvement in partnership with business, technology, data and governance stakeholders.

Key Responsibilities

•    Lead the end-to-end delivery, embedding, and adoption of AI / Copilot capabilities within The platform, translating strategic priorities into actionable use cases that drive measurable improvements in RM productivity, client engagement, and sales outcomes.

•    Define and operationalise the AI / Copilot roadmap for The platform, ensuring alignment with business priorities, platform strategy and measurable RM productivity outcomes.
•    Own and prioritise the AI / Copilot backlog, translating high-impact use cases into clear, outcome-driven user stories, deliverables and release priorities.
•    Partner with business, data, technology and design stakeholders to deliver AI-enabled capabilities across the platform’s core pillars and RM journeys.
•    Identify, evaluate and scale AI use cases that enhance RM workflows, including insights, next-best actions, client engagement and sales effectiveness.
•    Drive end-to-end delivery from discovery, prototyping and validation through to production deployment, adoption and continuous improvement.
•    Embed AI / Copilot capabilities seamlessly into the platform, ensuring outputs are intuitive, relevant, actionable and positioned to reinforce the platform as the primary RM interface.
•    Define success metrics and feedback mechanisms to track usage, engagement, RM behaviour and impact on productivity, client engagement and sales outcomes.
•    Lead Agile delivery practices, manage risks and dependencies, align stakeholders on value and adoption, and display exemplary conduct in line with the Group’s Values and Code of Conduct.

Product Leadership, Engagement & Strategy
•    Champion the voice of RMs and business stakeholders, ensuring product priorities are grounded in user needs, business value and measurable outcomes.

•    Partner with the Hive Lead, Technology, Design, Data and Business stakeholders to shape a clear product vision aligned to CRM platform’s strategic priorities.
•    Translate the product vision into a practical roadmap, ensuring AI / Copilot use cases are prioritised based on impact, feasibility and adoption potential.
•    Influence senior stakeholders across business, technology, risk and governance forums to secure alignment, decisions and delivery momentum.
•    Drive adoption of AI-enabled CRM platform capabilities by embedding change, communication and feedback loops into the product lifecycle.
•    Facilitate backlog prioritisation across sprint, quarterly and strategic planning cycles, balancing business value, user impact, risk and delivery capacity.
•    Build a culture of collaboration, trust and continuous improvement across the Squad / Hive, enabling effective delivery and ownership.
•    Ensure product decisions, adoption plans and stakeholder engagement are managed in line with governance, risk and compliance requirements.

Product Discovery and Experimentation
•    Champion evidence-driven product discovery by using RM feedback, behavioural insights and business data to identify high-value opportunities.
•    Validate AI / Copilot use cases through structured discovery, prototyping and experimentation before scaling into delivery.
•    Apply MVP and fail-fast principles to test concepts quickly, reduce delivery risk and focus investment on solutions with proven value.
•    Embrace iteration and continuous learning, adapting product priorities and solutions in response to changing user needs, market context and feedback.
•    Encourage cross-domain learning and collaboration across business, technology, design and data teams to strengthen discovery outcomes and accelerate innovation.

Product Delivery and Execution
•    Adopt and embed both Change Delivery Standard (CDS) and Group’s Enterprise Software Delivery Lifecycle (eSDLC) throughout the lifecycle of the product or service.
•    Utilize enterprise tools like ADO, to manage sprint and to plan/track backlog items.
•    Owns and defines the Definition of Ready (DOR) to ensure all backlog items are well-prepared for efficient development process and increase the likelihood of delivering high-quality product/service that meet business and customer needs.
•    Owns and defines the Definition of Done (DOD) to ensures that completed work meets the expected quality standards and is ready for release.
•    Lead and drive the Squad in defining both functional and non-functional requirements for the backlog items, ensuring the products or services meets business and customer need while maintaining high-level of performance reliability, secured and scalable. 
•    Adopt a standardized user story writing with Gherkin language for clarity.
•    Monitor core efficiency metrics (ie Speed-to-Production, Say-Do ratio) and identify potential blockers/challenge which could result in delays.
•    Review testing criteria, scenarios and use cases to ensure that products meet Group’s quality standard and business needs.
•    Accountable to provide signoff on shippable product once it has met both DOD (acceptance criteria) and fulfilled testing standards for functionality and performance.
•    Conduct pre-implementation session with stakeholders which include product demo and planning for transition and Go-Live.
•    Perform sprint retrospective and review session with squad to encourage a growth mindset and continuous improvement.
•    Manage a clearly defined, transparent and strategically prioritized backlog for the Hive that aligns with fixed capacity operating model.

Product Analytics
•    Adopt benefit realization mindset by leveraging on metric to maximize value creation.
•    Work with Hive Lead to define and refine Hive’s OKRs, leveraging data-driven insights to ensure that the Group’s objectives are tightly aligned with overarching Business goals.
•    Proactively identify and ensure that all journeys, features are performance managed.
•    Leverage in app behavioural analytics tools to track CX and optimisation.
•    Identify and define data sources which can be use to validate and measure the performance / efficiency of the product / service.
•    Plan for post implementation review with Squad to define measurement windows and data capturing.
•    Ensure the data is available for analysis and collaboration with analytics and data technology teams.
•    Perform regular review of squad metric on Predictability, Quality and Squad Sentiment, provide guidance and support to the team to improve value delivery.

Technical Capabilities and Excellence
•    Partner with Technology, Architecture, Data and AI teams to shape scalable, reusable and well-integrated CRM platform solutions.
•    Ensure AI / Copilot capabilities are delivered in line with enterprise technology standards, security, risk and governance requirements.
•    Assess technical feasibility, dependencies and trade-offs to support practical product decisions and reduce delivery risk.
•    Define clear functional, non-functional and data requirements to support backlog readiness and quality delivery.
•    Drive continuous improvement through automation, simplification, reusable components and learnings from pilots or solution reviews.
•    Maintain a clear knowledge base of technical decisions, solution designs, data definitions and key delivery learnings.

Key stakeholders
•    Squad & Hive members.
•    Hive Leads
•    Domain Tech/ Engineering Leads
•    Technology Chapter Leads
•    Solution Architects
•    PO Chapter members & Leads
•    UI/UX Designers
•    Business Stakeholders
•    RAI Council/ CDO
•    Group, Regional and Country COO Teams

Domain Knowledge
•    The product owner is expected to lead the delivery of CRM capability for Relationship managers in Wealth and Retail Banking business. Following expertise are essential for the role:

•    Understanding of wealth & retail banking products and services (e.g., mutual funds, fixed income, equities, structured products, derivatives, insurance, savings accounts, loans, credit cards, mortgages etc).
•    Familiarity with banking regulations and compliance requirements.
•    Knowledge of customer lifecycle and customer experience in wealth and retail banking.
•    Experience with CRM platforms and tools 
•    Understanding of CRM functionalities such as customer data management, sales automation, marketing automation, and customer service.
•    Proficiency in data analysis and interpretation.
•    Experience with data integration and management, including data cleansing and data migration.
•    Understanding of key KPIs for relationship managers
•    Working knowledge of how AI, Copilot and analytics can enhance front-office productivity, client insights and next-best actions.
•    Strong understanding of Microsoft ecosystem across MS 365, Microsoft Dynamics and collaboration tools

Skills and Experience

•    Wealth and Retail Banking product knowledge
•    CRM Tools knowledge
•    Agile Deliveries
•    Front office or client facing experience
•    Implementation of technology solutions
•    Senior Stakeholder Engagement
•    Mandarin Language

Qualifications

•    Bachelor’s degree in Business, Finance, Computer Science, Digital Product Management or a related field; Master’s degree or relevant certification in AI, Analytics, Product Management or Agile delivery would be an advantage.
•    Strong understanding of Wealth Banking, CRM platforms and RM workflows, with good knowledge of wealth management products, investments and front-office sales journeys.
•    Experience with innovative projects, proof of concepts or scaled use cases involving Analytics, AI, Copilot, NLP or automation technologies.
•    Strong ability to assess AI-enabled opportunities, translate business problems into practical use cases and evaluate feasibility, value and adoption potential.
•    Previous experience as a Product Owner or similar role in digital banking, CRM, mobile or enterprise application delivery using Agile methodology.
•    Experience designing customer journeys and translating business, client and RM requirements into clear functional specifications, user stories and delivery-ready backlog items.
•    Strong ability to plan, prioritise, implement, evaluate and sustain product backlogs to achieve anticipated business benefits and measurable adoption outcomes.
•    Experienced in managing delivery with Scrum Masters, technical developers, solution architects, data teams and design partners across multi-functional and multi-cultural teams.
•    Strong analytical, problem-solving, decision-making and communication skills, with the ability to manage ambiguity, assess trade-offs and explain complex digital, technical or AI-related topics clearly to a broad audience.
•    Customer-centric mindset with strong interpersonal skills, able to collaborate effectively, influence stakeholders and drive business value in a fast-paced environment.
•    Multilingual. Proficiency in Spoken and Written English and Mandarin. 

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.