The organisation operates the retail digital channels that serve individual customers and employees, maintaining web, mobile and conversational experiences. This role exists to drive the chatbot roadmap and deliver functional chatbot/AI features into the wider digital channels landscape, combining business analysis and project management to coordinate product owners, UX researchers, vendors and development squads.
The mission
You will join a cross-functional digital channels organisation focused on expanding conversational services inside existing web and mobile channels. The technical landscape includes third-party chatbot platforms, integrations with backend services, and feature delivery through agile squads, and the work will influence customer interactions across online banking and support flows.
On a day-to-day basis you will own the end-to-end delivery of chatbot-related epics, from discovery and requirements to acceptance and post-launch improvement. You will run stakeholder workshops, translate business needs into clear functional specifications and acceptance criteria, support backlog slicing with Product Owners, coordinate User Acceptance Testing, and measure KPIs to feed continuous improvement.
Your responsibilities
- Lead cross-stakeholder initiatives to deliver chatbot features, ensuring releases meet defined acceptance criteria and customer-facing quality standards
- Gather, validate and prioritise needs from business units, support teams and end users, converting findings into actionable opuses and MVP feature sets
- Define and maintain clear functional specifications and acceptance criteria for features, working closely with squads and vendors to reduce ambiguity
- Collaborate with UX researchers and Product Owners to organise UAT and validate user journeys before go-to-market
- Coordinate multiple vendors and technical teams, aligning delivery plans, risk registers and integration points to keep timelines and dependencies under control
- Monitor post-release KPIs for chatbot interactions and propose backlog items that improve success rates and reduce user friction
Your profile
Essential skills
- Minimum 6+ years of combined project management and business analysis experience, with senior-level responsibility
- Proven experience managing projects with multiple stakeholders, external vendors and technical teams in a financial institution or regulated environment
- Functional experience with chatbot/AI implementation, including requirements definition, intent mapping and conversation flows
- Certified in a recognised project management or business analysis methodology (for example PMP, PRINCE2, CBAP)
- Strong stakeholder management, written and verbal communication skills, and experience working in squads with Product Owners
Preferred skills
- Experience with Agile project management methodologies and backlog refinement practices
- Previous work in a digital channels environment for retail banking or financial services
- Familiarity with UX research methods and KPI-driven product improvement
Languages
- English, C1 (business fluent), mandatory
- French, B2 (independent), advantage
- Dutch, B2 (independent), advantage
Education
- Master degree or equivalent professional experience in a relevant field