AI Product Owner

Job title: AI Product Owner

Location: London (Hybrid)

Overview

We are supporting a global consultancy in the search for an AI Product Owner to work as a strategic consultant with financial services clients. This role sits within the financial services industry and focuses on shaping, delivering, and measuring AI-driven solutions that improve customer experience and operational outcomes.

The AI Product Owner will work closely with banking clients and report into the local Practice Lead.

Key Responsibilities

Customer Experience & Measurement

• Measure and analyse customer-facing channels to assess the impact of AI solutions, including existing initiatives such as customer service chatbots and automation solutions

• Define product and customer experience metrics upfront, prior to business case development, aligned with the product vision, client expectations, and business objectives

• Establish post-deployment measurement frameworks to track customer satisfaction, channel effectiveness, and ROI

Product & CX Strategy

• Define, visualize, and optimize end-to-end customer journeys, identifying pain points and opportunities for AI enhancement

• Ensure AI and technology enablement aligns with customer journeys and business goals

• Support post-deployment measurement through appropriate tagging, analytics, and instrumentation

Technical & Domain Expertise

• Demonstrate strong technical understanding of AI models, including Generative AI and Agentic AI

• Translate technical AI capabilities into clear business value propositions

• Drive outcomes and adoption across technology, operations, and support functions to enable organizational change through AI

Interaction & Communication

• Act as a bridge between technical teams and business stakeholders

• Communicate progress, insights, value, and risks clearly to senior stakeholders

• Provide regular status updates, dashboards, and reporting on AI initiatives

Cross-functional Leadership

• Operate as a T-shaped professional with depth in retail banking, customer experience, and technology

• Influence and collaborate across client teams, internal development units, and external partners

Delivery Management

• Define scope, goals, and deliverables in collaboration with stakeholders

• Develop and maintain detailed roadmaps and delivery timelines

• Prioritise features and initiatives based on user needs, business impact, and technical feasibility

• Track delivery using KPIs and adjust plans as required

• Manage risks, dependencies, and resourcing

• Facilitate reviews, retrospectives, and continuous improvement

• Ensure quality assurance and testing standards are met prior to release

What We’re Looking For

• Proven experience as an AI Product Owner, Digital Product Manager, or similar role within financial services

• Strong understanding of customer journey mapping, CX funnel analysis, and omnichannel engagement

• Hands-on experience defining and tracking product and CX metrics

• Technical fluency across AI model design, deployment, and evaluation, including Generative and Agentic AI

• Strong stakeholder management, communication, and presentation skills

• Comfortable operating in complex, regulated banking environments

Nice to Have

• Prior consulting experience working with banking clients

• Strong awareness of current AI trends in financial services

• Experience facilitating workshops and strategic sessions