Product Owner

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management.

As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands.

With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.

Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.

The Role

As Product Owner for the Eckoh’s AI solutions, you will own the vision, value proposition, and delivery outcomes for AI powered capabilities that enhance Eckoh’s secure engagement products.

You will define what we build and why, ensuring our AI capabilities deliver measurable commercial value, enhance customer trust, and align with our secure engagement strategy. Working with cross-functional teams, you will translate business outcomes into validated product increments that can win enterprise deals and scale globally.

You will lead product discovery, define scope, shape the backlog, and partner closely with Engineering, AI Technical Leads, Architecture, Compliance, Delivery and 3rd party AI partners to create a secure, production-ready AI-enabled platform.

Operating within Eckoh’s governance model, you will align stakeholders at Board, Exec, and Steering Committee level, ensuring the programme maintains strategic alignment, delivery confidence, and commercial viability.

This is a high-impact role requiring strong product judgement, AI domain awareness, commercial acumen, and the ability to balance innovation with security and regulatory requirements. You will oversee application development, telephony, and infrastructure deliverables across global Agile teams, driving collaboration to achieve rapid, high-quality deployments into our cloud and hosted environments.

With strong commercial awareness, you will maintain governance, financial control, and transparent reporting. Using Eckoh’s project delivery tools, you will provide clear updates, manage budgets effectively, and ensure successful outcomes for both Eckoh and our customers.

Key Responsibilities:

Product Vision & Strategy

• Define the product vision for AI‐powered capabilities within Eckoh’s product suite
• Articulate clear value propositions for target verticals and enterprise buyers
• Define measurable success metrics for MVPs and subsequent releases
• Evaluate AI platform partners to determine the best fit for enterprise use cases
• Ensure alignment between AI roadmap and Eckoh Secure Voice, Payments, and Cloud platforms.

Backlog Ownership & Elaboration

• Build, Maintain & Translate story maps into epics and user stories with clear acceptance criteria and customer outcomes
• Prioritise backlog based on value, risk, and strategic importance
• Support evaluation and integration of third‐party AI services (LLMs, retrieval frameworks, guardrails), ensuring they meet Eckoh’s security and compliance standards
• Refine requirements, estimates and roadmap based on defined working practices
• Partner with the Technical Team Lead to ensure security, compliance, auditability, and observability requirements are embedded by design

Delivery & Construction Partnership

• Own and lead Product Owner responsibilities across Agile ceremonies (refinement, sprint planning, reviews, retrospectives), ensuring delivery aligns to defined outcomes
• Create and maintain high-quality product artefacts including user journey maps, flow diagrams, wireframes, and process models to support PRDs and detailed requirements
• Translate complex AI interactions (powered by partner AI providers) into clear, secure, customer‐focused workflows
• Ensure all product documentation supports traceability from vision, outcomes, requirements and delivered capability
• Ensure end-to-end flows deliver demonstrable enterprise value
• Partner with QA to define AI quality standards and acceptance thresholds
• Support go-to-market readiness with Sales, Marketing, and Client Services

Governance & Stakeholder Management

• Prepare product materials for Steering Committee and Board reporting
• Provide clear articulation of scope, value, risks, and trade-offs
• Support funding decisions with outcome-based evidence
• Act as the bridge between technical teams and executive stakeholders
• Align cross-functional teams across Product, Engineering, Security, Compliance, and Commercial

Commercial & Market Focus

• Work with Sales to validate product-market fit
• Work with AI partners to ensure seamless integration and roadmap alignment
• Engage design partners and pilot customers
• Shape pricing and packaging strategy in collaboration with leadership
• Ensure roadmap decisions are commercially grounded and ROI-driven

What do we do?

Eckoh’s products help clients engage with their customers effectively, providing a great experience and protecting our clients from risk. Our patented technologies keep payment & personal data secure and in compliance with global, national and industry regulations. We use our compliance heritage to help clients secure human agents and self-service channels, as well as to transform their contact centre operations with the latest technologies such as Conversational AI and agentic commerce.

Our culture: Our values sit at the heart of the culture at Eckoh:

• We encourage and support everyone to grow with Eckoh
• We challenge, listen, and are open minded to change and suggestions from others
• As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients
• We take personal ownership to strive for excellence in whatever we do
• We are welcoming, embrace diversity and respect each other in a spirit of true humanity

Our Vision:

We care about making the world secure and we believe everyone should be able to trust every brand and engage without risk.

Join Us!

Eckoh is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We embrace friendly, energetic, innovative, and creative individuals, who want to be proud and part of our unique success story. So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.