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Customer Experience

4 months ago

Houston, United States Freedom Financial Network Full time

**Customer Experience (CX) Product Owner**

**Job Description**

**The Opportunity:**

Freedom Financial Network is seeking a Customer Experience (CX) Product Owner for the Enterprise Applications Platform Team. This role provides vision, technical leadership, and overall responsibility for the Customer Experience product development efforts within IT and the Enterprise Applications team supporting our Genesys Cloud and Verint platforms.

**How Youll Contribute:**

* Own the process of driving the organization to best practices. Demonstrate strong functional and influential skills in communicating to senior management stakeholders across the organization.

* Lead development activities in a cross-functional agile environment, including teams spanning the enterprise and third-party vendors.

* Identify opportunities for operational improvements across Freedoms various business partners and business application teams

* Maintaining the teams product development backlog to ensure clear requirements are provided to the technical teams

* Proactively identify and communicate regarding blockers, dependencies, risks, and status to all stakeholders.

* Demonstrate strong prioritization and focus skills with multitasking and competing priorities, and know how to make the right trade-offs.

* Liaise well with IT teams, Project Managers, and various business partners upstream/downstream to influence accuracy and efficiency in CX deployments

* Demonstrate excellent verbal and written communication with advanced presentation skills ensuring that complex ideas, thoughts, and visions can be communicated effectively.

* Thrive in a highly collaborative environment.

**What Youll Bring:**

* Bachelors degree in Engineering, Computer Science, or equivalent experience.

* Minimum of seven (7) years experience in designing, developing, building, and implementing software in a team environment

* 5+ years of hands-on experience as a technical lead developing CX integrations in a scalable environment

* 3-5 years experience working as a product owner or 5+ years as an IT Analyst working in a product-oriented organization

* A demonstrated ability to analyze, design, develop and troubleshoot enterprise integrations

* Deep understanding and deployment experience with Genesys Cloud and Verint platform capabilities.

* Strong object-oriented programming experience with understanding of algorithms, data structures, and design patterns

* Understanding of operating system, virtual machine architecture and concepts

* Understanding of distributed version control systems such as Git, Bitbucket

* Understanding of test coverage and code review tools

* Understanding of automated test methodologies and tools (Junit, Selenium, Cypress.io, Webdriver, TestComplete)

* Ability to influence, motivate and ensure execution

**PREFERRED/DESIRED SKILLS:**

* Understanding of HTML5 and modern JavaScript libraries developing front end systems (Node.js, React/Vue/Angular)

* Understanding of web-based APIs, such as RESTful and SOAP services

* Understanding of languages such as Javascript, Go, Python, Rust, C#, Java,

* Understanding of relational (MSSQL, Postgres) and non-relational databases (MongoDB, DocumentDB, DynamoDB)

* Understanding of Cloud distribution platforms (AWS, Google Cloud Platform, Azure) and docker containerization

* Familiarity with CI/CD mechanisms: Gitlab.com CI, Jenkins, BitBucket Pipelines

* Familiarity with various design and architectural patterns common in omni-channel telephony systems

* Familiarity with contact/call center and financial services business scenarios and technologies

* Familiarity with Microsoft SQL Server

* Familiarity with Genesys ICWS/Genesys Cloud API

* Familiarity and experience with Twilio

* Familiarity with queue-based messaging architecture (kafka, rabbitmq, ZeroMQ)

* Familiarity with Salesforce

* Experience working in an agile environment

* Professional Scrum Product Owner (PSPO) or Certified SAFe Product Owner certifications a plus

* Experience with JIRA and other related issue & product tracking software

* Experience within the Financial Services domain, or other regulated industries

* Experienced in integrating internal and external 3 rd party applications using best practices

* Experience working in a high scale, team-oriented, and fast-paced environment

* Genesys Cloud and Verint technical Certifications are a plus.

Freedom Financial Network is a leading digital personal finance company, built to help people. We do what traditional banks dont: Put people first. We believe in treating people like humans, not account numbers. We help everyday people get on, and stay on, the path to a brighter financial future, with innovative technology and personalized support at every step. We help people control expenses, manage debt, save money, plan ahead, and make better financial decisions. By leveraging our proprietary data and analytics and artificial intelligence we offer solutions tailored for each step of a consumer's financial journey, including personal loans, home equity loans, help with debt, and even financial tools and education.

With 2,400 employees across California, Arizona and Texas, we have served more than 1 million customers, resolved more than $15 billion in consumer debt and originated $6.5 billion in loans over the course of our 20 years in business.

Driven by our core values, were passionate about supporting our communities and proudly awarded over $500,000 in grants distributed by the Freedom Foundation Fund and the Freedom Family Fund in 2021. We believe in a culture led by diversity, equity, and inclusion, and encourage our employees to bring their full selves to work every day. Our diversity-focused Employee Resource Groups (ERGs) are open to all, whether a member of the ERG community or an ally of the group and we are a member of the Fintech Racial Equity Coalition to address and improve inequality in the fintech industry.

And finally, we take great pride in our achievements. This year we topped the list of Best Place to Work by the Phoenix Business Journal, were a top 100 Corporate Philanthropist by the San Francisco Business Times, a 2021 Most Admired Company and a Tech Company with the Best Company Culture by BestCompaniesAz, a 2021 Top Work Places winner by AZcentral and a BuiltIn Best Places to Work winner, to name a few.

**Attention Agencies & Search Firms:** We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Freedom Financial Network (FFN) to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by FFNs Talent Acquisition leader.

**Application Instructions**

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you

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**Customer Experience (CX) Product Owner**

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**Posted**: 2/4/2022

**Job Status**: Full Time

**Job Reference #**: ohRtifwD-CSnjXfwf