CX Product Manager (Chat/voice bot Conversational Analytics)

Principal Financial Services-posted 8 months ago
$81,900 - $182,400/Yr
Full-time • Mid Level
Remote • Des Moines, IA
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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At Principal, agile product management provides value to customers, users and partners, and help solve their needs as we work to enable a world where financial security is accessible to all. The Customer Experience Product Manager will be a strategic thinker dedicated to spearheading the strategic development and evolution of our conversational products, including Chatbots, Conversational IVR, and AI/personalization initiatives. The Customer Experience Product Manager is experienced and has deep understanding of Virtual Assistant technologies with the ability to translate impactful customer experiences into complex technical capabilities. You will define the product vision, drive the roadmap, and partner with cross-functional teams to deliver innovative solutions that redefine how our customers interact with our brand.

  • Define and articulate a compelling product vision and strategy for AI-driven conversational experiences, chatbots, and conversational IVR systems.
  • Develop and maintain a strategic product roadmap aligned with business goals and emerging Virtual Assistant trends.
  • Conduct in-depth market analysis and competitive research to identify opportunities for innovation and differentiation.
  • Responsible for executing the strategy as part of multiple product team(s).
  • Stay at the forefront of and explore their potential applications within our product portfolio.
  • Integrates business, customer, user, and partner insights to inform a clear understanding of problems to solve and risks to manage.
  • Drive the integration of our conversational products, exploring use cases such as personalized interactions, advanced natural language understanding, and content generation.
  • Work with data teams to optimize performance, ensuring accuracy, reliability, and ethical considerations.
  • Evaluate and integrate AI tools and technologies to enhance chatbot and IVR capabilities.
  • Lead the product lifecycle from concept to launch, ensuring seamless execution and high-quality deliverables.
  • Collaborate closely with engineering, data science, and design teams to define product requirements, prioritize features, and manage development sprints.
  • Define and track key performance indicators (KPIs) to measure product success and drive data-driven optimizations.
  • Champion user-centered design principles and ensure exceptional user experiences across all conversational interfaces.
  • Coordinate with designers, developers, QA testers, and other stakeholders to ensure timely and high-quality delivery.
  • Manage the entire product lifecycle from ideation to launch, ensuring timely delivery and alignment with the product roadmap.
  • Create detailed product requirements documents (PRDs) and user stories for development teams.
  • Manage the product backlog, sprint planning, and release schedules.
  • Communicates product releases to stakeholders & partners.
  • Lead the development of intuitive and engaging conversational flows, leveraging best practices in conversational design.
  • Implement A/B testing and other optimization techniques to improve chatbot and IVR performance and user satisfaction.
  • Analyze user feedback and data insights to continuously refine and improve conversational experiences.
  • Effectively communicate product vision, strategy, and progress to internal and external stakeholders.
  • Build strong relationships with key customers and partners to gather feedback and identify new opportunities.
  • 2+ years of business, technology, or product management experience; or equivalent demonstrated through the following: work experience, training, military experience, or education.
  • Prior experience in a product environment and exposure to the Product Manager role.
  • Experience with strategic thinking and decision making in a professional context.
  • Experience with managing multiple workloads and/or competing priorities in a professional context.
  • Experience with stakeholder and relationship management in a professional context.
  • Demonstrated experience leading, influencing, and negotiating in a professional team environment.
  • Demonstrated experience leveraging diverse perspectives and using data to inform action.
  • 1+ year working in a highly collaborative, fast-paced environment with engineering teams and stakeholders.
  • Flexible Time Off (FTO) is provided to salaried (exempt) employees.
  • Pension Eligible.
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