Job Summary

About the Role

Own and continuously improve mobile customer journeys that drive digital sales, engagement, and customer satisfaction across Standard Chartered's key markets. You will be accountable for the performance of your journeys, measured through conversion, activation, engagement, and customer satisfaction metrics.

This is an AI-first product owner role. AI is expected to be embedded into every stage of product management from customer discovery and research to prioritisation, experimentation, delivery, analytics, and optimisation. Product Owners are assessed not only on delivery outcomes, but also on their ability to leverage AI, data, and experimentation to accelerate customer and business outcomes

Description:
•    Partner with design and challenge it with evidence: journey maps, drop-off analysis, usability findings and benchmarks against regional and global banking apps.
•    Run your own research: usability tests, funnel diagnostics, protect end-to-end journey coherence, including handoffs to RM and assisted channels. Translate business OKRs into a prioritised squad backlog and quarterly roadmap. Make trade-offs explicit and defend them with data.
•    Ship features that move digital sales conversion, funnel completion, active usage and CSAT/NPS. You are measured on these numbers, not on velocity alone.
•    Manage delivery with engineering: shape the tech backlog with your lead engineer, sequence dependencies, and take releases through governance across markets.
•    Use AI across the full PO lifecycle: discovery synthesis, user stories and acceptance criteria, competitive research, prototyping, funnel analysis and reporting.
•    Own the GenAI agenda for your surface: identify where AI belongs in the product (assistance, personalisation, content intelligence) and build the case with data.
•    Ground every prioritisation decision in observed customer behaviour. 
•    Form testable hypotheses for mobile experience: define the metric, the expected movement and the mechanism before anything gets built.
•    Keep a hypothesis backlog alongside the feature backlog. Experiment velocity is a tracked metric.

Key Responsibilities

Core responsibilities:

Customer Journey Ownership
•    Own the end-to-end performance of mobile customer journeys across acquisition, onboarding, servicing, wealth, and engagement experiences.
•    Continuously identify opportunities to improve customer experience, conversion rates, engagement, and satisfaction.
•    Protect journey integrity across digital, RM-assisted, contact centre, and branch touchpoints.
•    Ensure customer needs and behavioral insights drive prioritization decisions.

Data-Driven Product Discovery
•    Conduct customer research using usability testing, behavioral analytics, VOC analysis, session replay, funnel diagnostics, and market benchmarking.
•    Analyze customer drop-offs, friction points, and conversion barriers within mobile journeys.
•    Benchmark against leading regional and global banking, fintech, e-commerce, and digital-native experiences.
•    Translate customer insights into product opportunities and measurable outcomes.

Experimentation & Growth
•    Develop and maintain a hypothesis backlog alongside the feature backlog.
•    Define measurable hypotheses before development begins, including:

•    Target customer behavior
•    Success metrics
•    Expected impact
•    Validation criteria

•    Partner with UX and analytics teams to design and execute experiments.
•    Manage A/B testing and personalization programmes to improve journey performance.
•    Drive continuous optimization of customer acquisition, activation, and engagement funnels.

Product Strategy & Roadmap
•    Translate business OKRs into prioritised roadmaps and delivery plans.
•    Make data-driven trade-offs between customer value, business impact, technical complexity, and delivery timelines.
•    Prioritise initiatives that maximise customer and commercial outcomes.
•    Own quarterly planning and backlog prioritisation for your squads.

AI-Enabled Product Management
•    Leverage AI throughout the product lifecycle, including:

•    Discovery synthesis
•    Competitive analysis
•    User story creation
•    Acceptance criteria generation
•    Customer insight extraction
•    Analytics interpretation
•    Reporting and communication

•    Identify opportunities to embed AI capabilities into customer journeys, including:

•    Conversational assistance
•    Personalisation
•    Content generation
•    Intelligent guidance
•    Product recommendations
•    Build business cases for GenAI-driven experiences supported by customer and performance data.

Delivery Leadership
•    Partner with Engineering Leads to shape technical backlogs and delivery plans.
•    Manage dependencies across platforms, markets, and teams.
•    Drive delivery through governance, compliance, risk, and release processes.
•    Monitor post-launch performance and ensure benefits realisation.

Analytics & Performance Management
•    Leverage Adobe Analytics, CDP, Adobe Target, journey analytics, and experimentation platforms to identify growth opportunities.
•    Build actionable performance dashboards and scorecards.
•    Use behavioural data to guide product decisions and prioritisation.
•    Regularly communicate journey performance and optimisation opportunities to stakeholders

Skills:
Product & Digital Experience
•    6+ years of Product Owner or Product Management experience within mobile-first consumer applications.
•    Experience in retail banking, wealth management, fintech, digital commerce, or large-scale digital platforms.
•    Strong understanding of customer journey management and digital sales optimisation.
Analytics & Optimisation
•    Expert-level proficiency in Adobe Analytics, including:

•    Funnel analysis
•    Segmentation
•    Workspace reporting
•    Calculated metrics
•    Attribution analysis

•    Experience using Customer Data Platforms (CDP) to define and activate audiences.
•    Strong understanding of:

•    Conversion Rate Optimisation (CRO)
•    Journey analytics
•    Personalisation
•    Experimentation frameworks
•    Statistical significance

AI-First Product Management
•    Proven experience applying Generative AI to product management workflows.
•    Ability to demonstrate real-world AI-assisted delivery practices.

•    Experience leveraging AI for customer insights, product discovery, experimentation, and operational efficiency.
Technical & Platform Knowledge
Exposure to:
•    Adobe Analytics
•    Adobe CDP
•    Adobe Target
•    Adobe Experience Manager (AEM)
•    PEGA Customer Decision Hub
•    Mobile app ecosystems (iOS / Android)
•    API-driven architectures
•    Mobile analytics platforms
•    Digital experimentation platforms
Leadership & Stakeholder Management
•    Strong stakeholder management across Product, Engineering, Design, Analytics, Compliance, Risk, and Market teams.
•    Ability to influence and align diverse stakeholders without direct authority.
•    Strong communication and storytelling skills supported by data.

KPIs:
Commercial Outcomes
•    Digital sales conversion uplift
•    Funnel completion improvement
•    Product acquisition growth
•    Revenue contribution from owned journeys
Customer Outcomes
•    Active customer growth
•    Feature adoption
•    Customer engagement
•    CSAT improvement
•    NPS improvement

Product Outcomes
•    Experiment velocity
•    Hypothesis validation rate
•    Time-to-insight
•    Time-to-value
•    AI adoption within product workflows
Delivery Outcomes
•    Quality releases across markets
•    Realisation of committed business benefits
•    Adoption of AI-first product management practices

Strategy
•    Awareness and understanding of the Group’s business strategy and model appropriate to the role. 

Business
•    This individual combines an in-depth knowledge of business objectives, digital strategies, and the competitive landscape with a rich background in the digital banking industry to deliver a compelling digital banking roadmap. 

Processes
•    Responsible for ensuring that department and division processes and procedures are followed.  

People & Talent
•    Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners. Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks. 

Risk Management
•    Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group as well as managing them.

Governance
•    Awareness and Understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role. Collaboratively work with internal stakeholders and local regulators to address governance issues 

Regulatory & Business Conduct
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Skills and Experience

•    GEO
•    AEO
•    SEO
•    Analytics
•    CMS
•    Agile
•    User experience 

Qualifications

•    Education: Bachelor’s degree in Marketing, Computer Science, or a related field. MBA or equivalent is a plus
•    Languages: English, Chinese 

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.