Role Introduction

Reports To: Digital Experience Manager - Conversation AI
We are seeking a Product Owner to join our innovative team, focusing on developing and enhancing AI-powered chatbots for our airline's customer service platform. The ideal candidate will have a strong technical background, excellent analytical skills, and a passion for creating exceptional user experiences in the aviation industry.
Key Responsibilities

• Support the Product Manager in the development and improvement of AI chatbot features, focusing on content quality, customer experience, and response accuracy.
• Collaborate with cross-functional teams including developers, designers, and customer service representatives to define product requirements and create user-centric solutions.
• Analyse user data and performance metrics and provide actionable insights to drive data-informed decision-making and product improvements.
• Provide analytical requirements and assess the effectiveness of both NLP and LLM responses through comprehensive measurement and evaluation.
• Develop, maintain, and improve dashboards to monitor and assess chatbot performance.
• Conduct market research to stay abreast of industry trends, competitor offerings, and emerging technologies in AI and chatbots.
• Assist in creating and maintaining product roadmaps that align with business goals and user needs in the airline industry.
• Manage the product development lifecycle using Agile methodologies.
• Communicate product features, updates, and user feedback to both technical and non-technical stakeholders.
• Contribute to the continuous improvement of our AI models and natural language processing capabilities.

Requirements

• Bachelor's degree in Computer Science or a related technical field.
• 5+ years of experience in product management, preferably in AI, chatbots, or related technologies.
• Strong understanding of AI and Machine Learning concepts, particularly in natural language processing (NLP) and Gen AI.
• Proficiency in data analysis and interpretation, with experience using tools such as R, SQL, or Python.
• Excellent problem-solving skills with the ability to translate data insights into actionable product improvements.
• Strong project management skills, including experience with Agile methodologies.
• Outstanding communication and collaboration skills, with the ability to work effectively in cross-functional teams.
• Demonstrated ability to manage priorities and drive product outcomes.
• Knowledge of regulations related to data privacy and protection (e.g., GDPR, CCPA) as they apply to AI and chatbots.
• Experience with conversational design principles and best practices for chatbot user interfaces.

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.