Product Owner

Job Title

Product Owner – Workflow & Automations

Reports to

Operational Sponsor, Customer Experience Transformation (CET) Programme

Key Stakeholders

Head of Customer Experience • Head of Life Platforms • Project Manager – Fineos Service Monitor Upgrade (on‑prem → SaaS) • Benefit Realisation Manager• TOM Team• Fineos & Other Vendors

Location

Hybrid (50:50) – Cherrywood, Dublin / Remote (Ireland)

Role Purpose

As Product Owner for our Workflow & Automations team you will own the vision, roadmap and value delivery for transforming our Customer Experience operations processes through effective workflow and automation. Your deliveries will be guided by the CET benefits targets which reflect the CE transformation vision. The role will implement multiple tools to support automations both using Fineos Service Monitor and complementing this with other automation technologies to drive enhanced customer outcomes and experience. Your remit spans several things:

1. Business Process Management Evangelist, Visionary and Leader – Support the shift in mindset, the uplifting in capability and broaden the capacity in operations to become the leading life assurance service provider in Ireland. Work closely with our Target Operating Model Team to create a continuous improvement culture.
2. Deliver change-the-business improvements directly – to streamline CE New Business, policy servicing, claims and back‑office operations and processes directly.
3. Change‑the‑Business through supplying capabilities into the backlogs of peer agile teams across CET and Corporate Solutions transformation programmes.

You will participate in programme quarterly planning process within our scaled‑agile model—prioritising work with the Operational Sponsor, Head of Customer Experience, Head of Life Platforms and fellow Product Owners—while collaborating closely with the Fineos Service Monitor Upgrade Project Manager to navigate platform change and minimise operational disruption. A critical success factor is orchestrating data and management‑information (MI) requirements so that every Fineos Service Monitor change captures the right metrics for KPI dashboards and benefits‑tracking.

Key Responsibilities

Area

What You’ll Do

Product Vision & Strategy

• Craft and evangelise Business Process Management, Automation and the Fineos Service Monitor‑Cloud vision that accelerates customer experience, operational excellence and data‑driven insight.

• Align objectives with the CET Operational Sponsor, Head of Customer Experience and Head of Life Platforms to ensure every workflow enhancement improves both journeys and core platform integrity.

Benefit Realisation

Ensure that we target and realise the benefits set out by the CET programme.

Upgrade Navigation & Risk Mitigation

• Partner with the Fineos Service Monitor Upgrade Project Manager to manage the upgrade to minimise disruption to CET and CS programmes while delivering change on the old platform in an controlled way as we transition to the SaaS Fineos SM platform. • Define cut‑over criteria, reduce duplication, create fallback options and communication plans that keep operations informed and confident as we deliver new features.

Backlog Ownership & Scaled Prioritisation

• Maintain a single, transparent backlog covering ops efficiencies, shared platform features and managing depdencencies with the upgrade team • Lead backlog prioritisation at quarterly PI‑style planning—focused on delivering the targets CET benefits.

Data & MI Enablement

• Embed data capture and MI requirements into every user story, ensuring Fineos Service Monitor‑Cloud feeds KPI dashboards (cycle‑time, STP %, NPS, benefits realisation).• Collaborate with Data Engineering to automate extraction and visualisation for operational and benefits‑tracking dashboards.

Leadership & Culture Shift

• Model and coach a BPM‑led, data‑driven approach—moving teams from siloed task thinking to holistic, measurable process ownership.• Drive adoption of a common BPM language through training, brown‑bags and live demos.

Cross‑Team Enablement

• Package workflow components (APIs, templates, automation patterns) for easy consumption by other agile teams, coordinating definition‑of‑ready, technical documentation and release timing.

Stakeholder Engagement

• Act as single point of contact for Operations, Customer Experience, Life Platforms, Compliance, Risk, Technology and vendor partners.• Run regular showcases that evidence value delivered, MI insights gathered and upgrade progress.

Sprint & Increment Delivery

• Work daily with business experts, developers, Scrum Master and Project Manager, clarifying requirements and accepting completed work.• Adjust scope empirically each sprint, feeding lessons into the next quarterly plan.

Performance & Risk

• Define, track and communicate KPIs and benefits—leveraging MI dashboards to spotlight wins and diagnose issues.• Identify and mitigate operational, regulatory, vendor and upgrade‑related risks.

Community of Practice

• Lead a Workflow & BPM guild—sharing templates, patterns and lessons learned across the transformation programme.

Experience & Qualifications

• 5+ years as a Product Owner, Process Automation Lead or Digital Operations Manager, ideally in Life Assurance or Financial Services.
• Proven success delivering workflow/BPM solutions, migrating on‑prem platforms to SaaS/cloud and managing platform change with minimal disruption.
• Experience supplying shared platform capabilities and data/MI foundations to multiple agile teams.
• Strong understanding of Life Assurance processes, regulatory landscape and KPI/benefits measurement.
• Demonstrated leadership in scaled‑agile or PI‑style planning environments.
• CSPO, SAFe PO/PM or equivalent; Lean Six Sigma Green/Black Belt a plus.
• Degree in Business, IT, Engineering or equivalent professional experience.

Key Competencies

• Visionary leadership & influencing across functions
• Stakeholder management up to Executive level
• BPM expertise and change coaching
• Data‑driven prioritisation & MI literacy
• Strategic, commercial and customer‑centric thinking
• Communication—translating complex tech into value stories
• Resilience and adaptability in large‑scale platform upgrades