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 on 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 practice (testing or design standards) and provide backup cover for a colleague's agents.

Job requirements

2+ years in customer experience, contact centre, digital or product roles, ideally in telecoms.
Some exposure to chatbots or virtual agents, and experience testing a product or service before release.
Basic understanding of how AI chatbots work. No technical or LLM depth required.
Good eye for conversation quality; comfortable with dashboards and Excel to track containment and NPS.
Able to write clear requirements and acceptance criteria and log issues in a tool such as Jira.
Quick to learn a business area and work with its team; aware of GDPR basics.
Takes ownership, is evidence-led, communicates clearly, and reacts quickly when things go wrong.

Encouraging diversity

We always want the best person for the job and welcome applications from all genders. We'd love to see more applications from women, people with disabilities and other backgrounds, so our team better represents the people we serve.

Melita has held the Equality Mark from the National Commission for the Promotion of Equality since 2010.

AI Agent Product Owner

Job Description