FBS Sr. Customer Experience Product Manager

The CAS Digital Service Operations team manages end-to-end digital service operations across all channels, bridging strategic goals with daily execution through performance monitoring, defect management, optimization testing, and infrastructure capabilities. This role operates at the intersection of digital operations, customer experience, and AI-powered transformation, driving the integration of intelligent automation, predictive analytics, and GenAI to enhance customer experiences and agent efficiency.
Key Responsibilities:
- Oversee end-to-end digital service operations, partnering with Product, Technology, and Architecture teams for feature delivery and enhancements.
- Define and monitor KPIs (experience scores, CSAT, FCR, system uptime) to track digital performance.
- Drive real-time customer/agent experience tracking, identify friction points, and lead UX improvement initiatives using data analysis and user feedback.
- Manage critical defects and high-priority escalations with stakeholder coordination for rapid resolution.
- Build real-time dashboards using tools like Qualtrics, Mixpanel, and Fullstory to surface trends and inform leadership decisions.
- Partner with data science and engineering teams to embed AI-driven insights for proactive issue detection and resolution.
- Apply AI-based predictive models for demand forecasting, pattern detection, and resource planning.
- Evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline workflows.
- Promote responsible AI through governance, transparency, bias monitoring, and data privacy practices.
- Lead GenAI experiments for personalized content, conversational experiences, and journey optimizations.
- Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling.
- Identify opportunities to utilize AI, ML, and automation to optimize digital experience operations.
- Collaborate with product owners to build AI-informed business cases and ROI models.
- Manage AI-enabled dashboards for real-time anomaly and trend monitoring.
- Run A/B tests leveraging AI-generated variants and measure customer impact.
- Translate AI-powered analytics insights into actionable recommendations for journey improvements.
- Apply GenAI capabilities for automated insights, triaging, root cause analysis, and documentation.
Requirements:
- Overall experience >8 years, with 5+ years in customer understanding/user research/consulting and 6+ years in analytics, performance reporting, or process improvement.
- Advanced project/process management experience; Agile preferred.
- Experience with AI/ML-driven platforms or analytics tools.
- Ability to translate technical AI concepts into business language.
- Availability to work in PST time zone.
- Proficiency in analytic tools (Tableau, MS Excel), Microsoft Office, and strong communication/business acumen.
- Hands-on familiarity with GenAI copilots, prompt engineering, NLP/text analytics, and user feedback tools (Qualtrics, Fullstory, Mixpanel).
- Good proficiency in A/B Testing tools, Agile tools (Jira, Rally), Contact center/CMS tools, and Power BI.