We are looking for a Product Owner to join our Contact Centre Transformation Value Stream.
Our dynamic team leads initiatives that implement and continuously improve new tools, technologies, and
capabilities, such as Salesforce Service Cloud, Amazon Connect, Knowledge Management, and Virtual
Assistants/Chatbots. The incumbent will be responsible for leading and delivering key initiatives,
leveraging Salesforce Service Cloud, to positively improve both the customer and employee experience
across the Canada Contact Centre Operations teams.

Key Accountabilities
* Accountable for the roadmap and goals for the product(s)
* Lead the product planning and delivery of initiatives, feature updates, and continuous
improvements
* Regularly present the strategy, roadmap, and status to stakeholders
* Collaboratively work with the IT Technical Product Owner to lead agile processes, ceremonies,
and continuous improvement of teams comprised of both business and technical resources
* Ensure the roadmap, goals and backlog is visible, clear, and outcomes are understood by all
team members
* Build, groom and prioritize the product backlog to deliver required outcomes, including user story
creation, refinement, and acceptance criteria
* Develop journey maps for users and customers that interact with product
* Use data/analytics to define hypotheses, run experiments, set/measure outcomes, evolve the
roadmap, priorities, and solutions
* Act as the voice of the business and voice of the customer, incorporating feedback through user
interviews and research into the roadmap to continually improve, shape and define the product(s)
* Understand, set, and measure impacts on critical metrics from initiatives implemented and new
features delivered
* Maintain a good understanding of business, customer, and end-user difficulties, needs, and
preferences
* Responsible for the change management activities associated with implementations and feature
enhancements
* Maintain understanding of the Contact Centre industry, trends and standard processes
* Understand and represents the total cost of ownership of the product
Job Requirements
* Deep understanding of the Contact Centre industry and operational practices
* Strong knowledge of Salesforce Service Cloud
* Excellent communication and interpersonal skills
* Successfully work with key partners across business, technology, and leadership teams to
establish definition of success, goals, key use cases and alignment on priorities
* Led, guided and coached agile teams and processes, including user story creation, defining
acceptance criteria, accepting, rejecting, and demoing user stories
* Excellent analytics, problem solving and solutioning skills
* A capacity for constant learning from both success and failure, remaining open to change and
continuous improvement
* Experiments with emerging technologies and understanding how they will impact what comes
next

What can we offer you?
*A competitive salary and benefits package
* Values-first culture - We lead with our Values every day and bring them to life together.
* Boundless opportunity - We create opportunities to learn and grow at every stage of your career.
* Continuous innovation - We invite you to help redefine the future of financial services.
* Delivering the promise of Diversity, Equity and Inclusion - We foster an inclusive workplace where
everyone thrives