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Principal Product Owner

Principal Product Owner

Kantar

8 - 10 years

13 - 18 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

product manager analytics it support automation ai machine learning user experience knowledge management

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the job:-

As a Service Desk Product Manager, youll lead the transformation of our IT support model into a modern, AI-enhanced, user-first experience. Working across internal teams and external partners, youll shape a roadmap that prioritises intelligent automation, self-service, and proactive support. This role sits at the heart of Kantars technology transformation, helping us deliver faster, smarter support to our people and enabling better outcomes across the business.

Roles & responsibilities:-

Define and deliver a product vision that simplifies and modernises the service desk experience
Integrate AI and machine learning to enable predictive support and virtual agents
Collaborate with external partners to redesign workflows and service levels
Launch intuitive self-service tools that reduce ticket volumes and improve resolution speed
Use behavioural and operational data to continuously improve support journeys
Drive knowledge management practices that support smart search and ticket deflection
Establish and track KPIs to demonstrate improvements in digital support experience

Ideal Skills & Capabilities

Candidates with 8-10 years of Experience delivering digital support products with a focus on user experience
Understanding of AI, automation, and machine learning in IT service environments
Ability to co-create solutions with third-party vendors
Skilled in using product roadmaps, user insights, and analytics to drive improvements
Confident simplifying complex service journeys into intuitive digital experiences

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Principal Product Owner