Commotion - Product Owner - Customer Experience & Marketing Automation
Posted 1 week ago
Posted 1 week ago
Product Owner - Customer Experience & Marketing Automation
Description:
Position Overview
We are looking for a Product Owner to drive our Marketing Automation and Customer Experience platform, covering journey orchestration, chatbots, and campaign management across voice and digital channels. You will own the end-to-end product lifecycle for building scalable, AI-powered engagement systems that help enterprises design, launch, and optimise personalised customer interactions.
You will work closely with enterprise customers, solution teams, design, engineering, and AI research to translate business goals (acquisition, engagement, retention, support, conversion) into robust journey builders, conversational experiences, and campaign automation capabilities.
Your Impact
You will directly influence:
- How enterprises design and orchestrate multi-step, omni-channel customer journeys
- How chatbots and voice bots deliver self-service, lead conversion, and support automation
- How campaigns are personalised using customer data, behavior, and AI
- How experimentation and optimisation improve engagement, CSAT, and revenue
- How the product roadmap evolves based on real-world usage and performance
Key Responsibilities
Journey & Orchestration
- Own the vision and roadmap for journey builders, triggers, conditions, branching, and goal tracking
- Enable orchestration across chat, voice, email, WhatsApp, SMS, push, and in-app channels
Chatbots & Conversational AI
- Define conversation design, bot configuration, fallback, and human handoff flows
- Work with AI teams on prompts, memory, personalisation, and safety guardrails
Campaigns & Personalisation
- Own segmentation, targeting, scheduling, A/B testing, and optimisation frameworks
- Drive AI-based personalisation using user attributes, behavior, and journey state
Analytics & Experimentation
- Define success metrics (CTR, CVR, containment, CSAT, revenue uplift)
- Build experimentation and insight loops to continuously improve journeys and bots
Execution & Stakeholder Management
- Write PRDs, prioritise backlogs, and drive delivery with engineering and design
- Work with customers and GTM teams to validate use cases and ensure adoption
Qualifications
- Minimum 5 to 7 years of experience in Product Management (B2B SaaS, MarTech, CRM, or Conversational AI)
- Strong understanding of customer journeys, campaign automation, and chatbot platforms
- Familiarity with LLMs, AI orchestration, and personalisation systems
- Excellent communication, analytical, and stakeholder management skills
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