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Product Owner

The Contact Centre of the Future is a strategic transformation initiative aimed at creating a market-leading contact centre that delivers unparalleled customer experiences. We are seeking a dynamic Product Owner to lead the design, development, delivery and optimisation of innovative solutions that enhance agent, leader, and customer experiences.

Reporting to Senior Customer Operations Manager, this role is pivotal in translating the business transformation programme into actionable and measurable outcomes. The ideal candidate will possess strong leadership, communication, and organisational skills, with proven experience in managing complex product portfolios.

Vision

To build a holistic, customer and employee-centric contact centre underpinned by advanced analytics and enabled by automation—transforming 3 out of 4 customers into passionate advocates.

Key Responsibilities:

• Own and manage the product backlog for Contact Centre transformation initiatives.
• Lead all aspects of Contact Centre product development from conceptualisation, development, launch, and ongoing improvement and optimisation.
• Define and prioritise features across agent, leader, and customer experience domains (e.g. Unified Agent Desktop, Virtual Agent Assist, Omnichannel Self-Service).
• Develop and maintain a product roadmap aligned with strategic objectives and the case for change.
• Collaborate with stakeholders to co-create detailed business cases for transformation areas.
• Ensure solutions are delivered to agreed specifications and meet KPIs for adoption and performance.
• Champion customer-centric and agent centric design and advocate for user needs in all product decisions.
• Translate the Contact Centre Case for Change into actionable product deliverables across numerous business functions.
• Design and execute communication strategies to drive adoption and engagement.
• Identify risks and develop mitigation strategies to ensure smooth implementation.
• Measure and report on readiness, benefits realisation, and continuous improvement.
• Work closely with IT, Operations, Digital, Marketing and Customer Care teams to deliver integrated solutions.
• Collaborate closely with the Scrum Master and development team to facilitate Scrum ceremonies, ensuring delivery meets agreed acceptance criteria and supports the transformation objectives.
• Facilitate workshops and discussions to align stakeholders and refine requirements.
• Present and challenge key business stakeholders to ensure alignment and buy-in.

Requirements:

• 4/5 years in product ownership role, ideally within contact centre environment.
• Proven track record of leading large-scale transformation initiatives from concept to launch.
• Proven experience in working cross functionally within complex organisations
• Experience in stakeholder engagement and management within large organisations.
• Strong understanding of customer behaviour, advanced analytics, and digital technologies.
• Excellent communication and facilitation skills; ability to influence at all levels.
• Analytical mindset with experience in benefit analysis and data-driven decision-making.
• Comfortable managing competing priorities and delivering under tight deadlines.
• Qualifications in Marketing, Business, Technology, or related field

Regulatory Requirements:

If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.

Intact Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status