Global Product Owner - Conversational Channels

This role is responsible for leading the global strategy, delivery and continuous improvement of Conversational Channels, shaping effortless, modern luxury digital conversational experiences. The role spans technology, people and process, driving innovation across channels (including generative and agentic AI), building scalable global capabilities, and embedding a culture of curiosity, learning and continuous improvement. Key Accountabilities and Responsibilities: Strategy and Vision: Own and lead the global vision, strategy and capability roadmap for Conversational Channels. Define future-state Conversational Channel capabilities, including generative and agentic AI use cases. Delivery and Execution: Lead global development, launch and optimisation of chat, WhatsApp, and other messaging and AI-enabled experiences. Lead Conversational innovation across generative and agentic AI, transitioning from assisted service to autonomous, brand safe and value generating client and agent experiences. Create and maintain the global Conversational delivery roadmap and integrated backlog. Ensure delivery governance, prioritisation and risk management. Provide day-to-day leadership and direction to strategic technology and delivery partners, ensuring outcomes align to standards, brand expectations and delivery commitments People and Ways of Working: Lead and inspire x1 direct report and a development team (x6 FTE) Work in collaboration with global and market cross-functional ..... full job details .....