Product Owner - Voice SVS

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Product Owner – Voice SVS.  

The Senior Product Owner (Sub Value Stream – Voice SVS) is the accountable product leader for end-to-end Voice capabilities, with ownership of the enterprise telephony platform design and product strategy for Genesys Cloud CX. The role owns the vision, roadmap, and backlog for standard voice platforms and services, ensuring reliable delivery and operation of Genesys Cloud CX capabilities including IVR, routing, outbound diallers/campaigns, and telephony integrations.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you’ll:

• Define the product vision, long-term roadmap and strategy for Voice SVS in partnership with senior stakeholders
• Own the end-to-end lifecycle for Genesys Cloud CX voice capabilities including IVR, routing, outbound dialling and telephony integrations
• Set telephony platform design direction for Genesys Cloud CX aligned to architecture, security, compliance and operational standards
• Build and prioritise a transparent backlog with clear epics, user stories and acceptance criteria
• Balance value, run reliability, risk, dependencies and constraints across multiple teams and locations
• Align cross-functional agile delivery across telephony, network, infrastructure and integration teams to land outcomes end-to-end
• Govern cross-team IVR and voice change approvals including impact assessment, cutover planning and service acceptance
• Define and track KPIs for adoption, performance and release success then use insights to strengthen platform health and delivery outcomes

To be successful in this role you should meet the following requirements:

• Bring proven Product Owner or Product Manager experience delivering telephony or contact centre capabilities on Genesys platforms
• Demonstrate hands-on experience with Genesys Cloud CX including ownership of roadmap and backlog and delivery of voice outcomes such as IVR, routing, outbound and telephony integration
• Apply strong requirements gathering and analysis to translate business processes into clear functional and non-functional requirements with robust acceptance criteria
• Partner effectively with senior stakeholders across geographies and cultures using clear communication, facilitation, negotiation and influencing skills
• Establish success criteria and KPIs then interpret data to prioritise work using ROI and value-based approaches
• Engage engineering teams on feasibility, design decisions, quality and technical debt using a solid technical foundation
• Coordinate delivery across multiple teams to manage dependencies, trade-offs and competing priorities in an interdependent environment
• Operate comfortably with platform run responsibilities including operational readiness, stability and release cadence expectations

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [email protected].