Service & Support AI Product Manager

LSEG Taguig, National Capital Region, Philippines

The Service & Support AI Product Manager will be responsible for the end-to-end management of the ‘Question Answer Service’ and ‘AI Assistant’ products, two important AI products used in Operations globally. The role will also lead on identifying and championing AI service and support use cases that change and transform customer service.

• Defines and owns the product vision, strategy & implementation plan for product delivery, drawing on insights from users, data to assess impact, benefits, scope & dependencies.
• Leads a team of Knowledge Management specialists, establishing clear purpose and goals, leveraging technology for scale and benefit, enabling the team to be successful.
• Own the entire product lifecycle: from ideation, planning, and development to deployment, monitoring, and continuous improvement.
• Identifying and championing AI service and support use cases that change and transform customer service/operations
• Ensure decisions on backlog and delivery roadmap options are in line with product delivery priorities
• Works with stakeholders to gather and prioritize customer feedback and requirements, lead product ideation and drive innovation.
• Works closely with user communities to ensure product adoption and retention.
• Builds partnerships & maintains positive relationships with product user communities, data scientists, engineering teams, customer success, product, risk, legal and operations teams.
• Communicates progress, key decisions, compromises, and constraints to a wide range of stakeholders. Makes key decisions, gaining consensus, and establishing relationships.
• Communicates the product vision, product capabilities/demos and collaborates on requirements with Engineering teams and wider partners. Writes product requirements as well as epic and user stories as required.
• Acts as an evangelist for the product and motivating partners to support its success.
• Assures Product is delivering positive user/customer experience outcomes, ensuring user journeys, market and user research informs product strategy and priorities.
• Define and track key performance indicators (KPIs) to measure product effectiveness and user satisfaction.
• Supports investment case development and submissions, and product related approval, governance, and reporting processes.
• Stay updated on advancements in AI, machine learning, and industry best practices to drive innovation and maintain competitiveness.
• Collaborates with other LSEG Product Managers and AI Working Group, ensuring alignment with LSEG’s product strategy.

• Proven experience in leading people and teams
• Problem Solving; strong data analysis, presentation and interpersonal skills.
• Agile; experience in working within an Agile delivery methodology and playing a pivotal role in all associated ceremonies
• Solutions delivery; experience in driving early design concepts and partnering with UX and UI experts to release user-centric products
• Technical skills; a good understanding of AI technologies and the technical aspects of delivering web-based products.
• Benefits measurement
• Relationship building; ability to build constructive relationships with business partners and collaborators across the organization
• Critical thinking and decision-making
• Excellent communication, presentation, collaboration, and creative thinking skills with the ability to influence strategic directions and guide senior partner decisions

At LSEG we embrace diversity and actively seek to attract individuals with diverse backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential. We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. We also make reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please make your recruiter aware, we want to ensure you perform at your best.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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