AI Agent Product Owner

We are looking for an AI Agent Product Owner to own one or more virtual agents end to end and improve their containment and customer satisfaction (NPS). You will be the person accountable for how your agents perform, working day to day with the team for your domain and with our development and AI engineering teams.

Key responsibilities

• Agent ownership: accountable for the performance of your assigned agents and for improving containment and NPS in your domain.

• Requirements: specify new use cases and changes with development, covering workflows, conversation design, context data and the actions the agent needs, with clear acceptance criteria.

• UAT: plan and run user acceptance testing, maintain regression test sets for your virtual agents, and sign off releases.

• Daily monitoring: review conversations, failures, escalations and anomalies, and flag issues quickly to engineering or the business.

• Weekly reporting: contribute your agents' KPIs and commentary to the weekly dashboard.

• Improvement recommendations: analyse the root causes behind KPI movements, such as drops in containment or poor NPS on specific topics, and propose prioritised changes.

• Practice contribution: lead one cross-team practi