Service Desk AI & Automation - Product Owner, Associate Director (London)

Fitch Group is a leading global financial information services provider delivering vital credit and risk insights, robust data and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in more than 30 countries, Fitch Group's culture of credibility, independence and transparency is ingrained throughout its structure, which includes Fitch Ratings, one of the world's top three credit rating agencies, and Fitch Solutions, a leading provider of insights, data and analytics.

The Technology & Data Team is a dynamic department where innovation meets impact, driven by cutting‐edge technologies such as AI and cloud solutions. The role is based in London and offers a hybrid work environment.

About the Role

The Service Desk AI Product Owner will manage, develop and improve the Service Desk AI Assistant – the first point of contact for IT issues for users worldwide. Success in this role leads to opportunities to build additional AI Agents across the Technology & Data team.

Responsibilities

• Take ownership of technical development, configuration and ongoing enhancement of the Service Desk AI Assistant, including building, implementing and updating AI models, automations and integrations.
• Actively engage with end users and the Service Desk team to gather feedback and pain points, ensuring the Assistant evolves to meet real‐world needs and delivers measurable improvements in user satisfaction and first‐contact resolution rates.
• Leverage automation capabilities to reduce manual workloads for the service desk, enabling faster ticket resolution times.
• Analyse usage metrics and conversational analytics to identify knowledge gaps and training opportunities, continuously refining the Assistant's responses.
• Establish a regular cadence for reviewing product performance, prioritising enhancements and implementing new features aligned with business objectives.
• Collaborate with IT, business stakeholders and external partners to ensure seamless integration of the AI Assistant with existing systems.
• Keep up to date with AI technologies and drive forward the Assistant to leverage the latest advancements.
• Partner with stakeholders to resolve AI‐related issues and define guidelines for AI application.

Qualifications

• Strong background with AI technology on both a technical and user level.
• Experience with Moveworks Agentic AI platform.
• Driven to improve the user experience.
• Experience building, deploying or managing AI/Chatbot assistants.
• Understanding of NLP concepts, AI model capabilities and knowledge management for ChatBots.
• Familiarity with IT Service Management (ITSM) tools, mainly Jira Service Desk, and an understanding of how Service Desks operate.
• Ability to analyse usage data, identify trends and make data‐driven product improvements.
• Experience collaborating with end users, business analysts, IT and external vendors to translate business needs into technical requirements.
• Ability to identify workflow bottlenecks and automate repetitive tasks.

What Would Make You Stand Out

• Experience with Microsoft CoPilot and Azure Bot Services.
• Experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI, CoPilot Studio).
• Previous experience deploying Service Desk AI chat bots/agents.
• Experience working in a global business and partnering with key stakeholders.
• Experience in roadmap creation, feature prioritisation and backlog management.
• Experience working in Agile teams (Scrum/Kanban).

Why Choose Fitch

• Hybrid work environment – 2 to 3 days a week in office required.
• A culture of learning & mobility with dedicated training, leadership development and mentorship programmes.
• Investments in your future – retirement planning and tuition reimbursement programmes.
• Health & well‐being – comprehensive healthcare offerings.
• Supportive parenting policies – family‐friendly policies and generous global parental leave.
• Inclusive work environment – employee resource groups that unite and empower colleagues worldwide.
• Dedication to giving back – paid volunteer days, matched funding for donations and ample volunteering opportunities.

Fitch is committed to providing global securities markets with objective, timely, independent and forward‐looking credit opinions. To protect Fitch's credibility and reputation, employees must take every precaution to avoid conflicts of interest. If successful in the recruitment process, you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you or your immediate family hold any securities that could conflict with your work responsibilities, you may be asked to divest them before beginning work.

Fitch is proud to be an Equal Opportunity and Affirmed Action Employer. We evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law.