Product Owner - Customer Query Management

Product Owner – Customer Query Management

Location: Glasgow

About the Role:

Albany Beck is seeking an experienced Product Owner to play a pivotal role in leading the design, development, and implementation of innovative tooling and technology solutions that enhance an efficient, customer-focused query management process. This is a consultancy role with a focus on driving measurable improvements in speed, efficiency, and quality of query resolution.

Key Responsibilities:

• Define and own the product strategy and roadmap for query management platforms.
• Work closely with technology, operations, and front-line teams to prioritize initiatives that deliver the highest business value.
• Maintain and refine product backlogs, user stories, and acceptance criteria, ensuring they reflect strategic priorities.
• Champion agile ways of working to accelerate delivery and measure success in terms of efficiency, speed, and quality.
• Partner with Change and Operations teams to provide seamless end-to-end solutions.

Skills & Experience Required:

• Solid experience as a Product Owner, ideally within financial services or commercial banking.
• Strong understanding of customer service workflows and query handling processes.
• Proven ability to convert business challenges into actionable technical requirements.
• Hands-on experience with Jira, Confluence, or similar agile tools.
• Excellent communication skills with the ability to influence and manage stakeholders effectively.