Product Manager — Customer Service Automation (Business Banking)

Product Manager — Customer Service Automation (Business Banking)

We lcome to DKB Code Factory….

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Join DKB Code Factory as the Product Manager for Customer Service Automation and own the roadmap and backlog for PEGA-based automation that directly reduces handling time and improves customer experience across Business Banking. You will translate operational problems into high-impact automation, drive measurable efficiency gains, and partner closely with engineering, architects and frontline Customer Service teams to deliver reliable, scalable solutions.

Responsibilities

• Own and continuously evolve the Product Roadmap and Product Backlog for Customer Service automation initiatives, making priorities, milestones and dependencies transparent.
• Lead discovery and process-mapping for priority Business Banking customer service workflows; identify and validate automation opportunities with frontline workers and stakeholders.
• Define implementation-ready user stories and acceptance criteria; run regular backlog refinement to ensure high sprint readiness and predictable delivery.
• Drive delivery of automation increments (PEGA or equivalent workflows) from idea to production, ensuring measurable outcomes such as reduced manual handling time and improved stakeholder satisfaction.
• Apply data-informed prioritization (e.g., WSJF, Value vs. Effort) and track product KPIs to guide decisions and demonstrate business impact.
• Facilitate cross-functional workshops and align business, engineering, architecture and operations on scope, trade-offs and release planning.
• Establish continuous discovery and feedback loops to iterate on product improvements and reduce rework over time.
• Promote responsible use of AI tools in discovery and backlog practices, ensuring governance and compliance.

Qualifications

• 3-7+ years' experience as a Product Manager, Business Analyst, or similar product delivery role within Agile teams.
• Proven experience owning product roadmaps, backlog prioritization, and delivering product increments in cross-functional teams.
• Strong skills in business process analysis, workflow optimization and digital process automation.
• Experience applying data-driven prioritization and defining outcome-oriented KPIs.
• Excellent stakeholder management, workshop facilitation and communication skills across technical and non-technical audiences.
• Familiarity with Jira, Confluence, and Miro; strong working knowledge of Scrum and Kanban practices.
• Experience in Banking, Business Banking, Customer Service, or regulated environments is a strong advantage.
• PEGA platform experience is a plus.
• Fluent in English (required); German is a plus.
• You're passionate about your work, but also know how to enjoy your free time! xghoner

Company Culture

From Morning Daily to Afterwork Drink, team spirit is essential to us. The heart of our togetherness is that we truly are connected with each other: We not only share fun & laughter, but also honest opinions - because that's how we grow: We exchange ideas, give support in our personal development, and celebrate success together! Besides our great community, we also offer numerous other benefits ...

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