Role Name: DialogGPT Product Owner :: Location: Malvern hybrid

Role Name: DialogGPT Product Owner
Location: Malvern hybrid


JOB DESCRIPTION:
"DialogGPT Product Owner
This role owns the conversational AI capability built on Kore.ai XO11 DialogGPT. The position is responsible for defining conversational standards, routing strategy, and prioritization to ensure scalable, high quality automation across service channels.
Key responsibilities
Own end to end conversational AI capability design using Kore.ai XO11 DialogGPT
Define dialog patterns, prompt standards, routing logic, and escalation frameworks
Establish clear guidelines for when DialogGPT is used versus NLP or rules based flows
Lead conversion strategy from legacy IVR and chat experiences to AI driven conversations
Drive prioritization of intents, journeys, and enhancements based on business value and effort
Partner with business, UX, engineering, and platform teams to guide delivery
Review conversation analytics and transcripts to identify optimization opportunities
Ensure consistency across voice and digital conversational experiences
Key deliverables
Conversational architecture and routing standards
DialogGPT prompt and response design guidelines
Intent prioritization and rollout roadmap
IVR and legacy bot conversion plans
Success metrics including containment, deflection, and customer satisfaction impact
Required qualifications
Proven experience designing conversational AI and LLM driven dialog systems
Hands on experience with Kore.ai platform, preferably XO11
Experience designing large scale voice and chat experiences
Strong ability to translate business requirements into conversational designs
Comfort operating in evolving AI and experimentation driven environments"