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- Tasks: Lead the development of AI solutions for IT support and enhance user experience.
- Company: Join Fitch Group, a top global financial services provider with a transparent culture.
- Benefits: Enjoy hybrid work, comprehensive healthcare, and professional development opportunities.
- Why this job: Make a real impact by innovating AI technology in a dynamic environment.
- Qualifications: Experience with AI technologies and strong collaboration skills are essential.
- Other info: Be part of a diverse team dedicated to continuous learning and giving back.
The predicted salary is between 36000 - 60000 £ per year.
Fitch Group, Inc. invites applicants for the Service Desk AI & Automation – Product Owner, Associate Director role located in our Manchester office. Fitch Group is a leading global financial information services provider with a culture of credibility, independence, and transparency.
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. Success in this role will provide opportunities to build additional AI agents across the Technology & Data team.
How You’ll Make An Impact
- Hands‑on technical development, configuration, and ongoing enhancement of the Service Desk AI assistant.
- Engage with end users and the Service Desk team to gather feedback and improve user satisfaction and first‑contact resolution rates.
- Leverage automation to reduce manual workloads and accelerate ticket resolution times.
- Analyze usage metrics and conversational analytics to refine the Assistant’s accuracy and effectiveness.
- Establish a cadence for product performance review, prioritize enhancements, and implement new features aligned with business objectives.
- Work closely with IT, business stakeholders, and partners to ensure seamless integration of the AI Assistant within existing systems.
- Stay current with AI technologies at both technical and user levels, driving continuous innovation for the Service Desk AI assistant.
- Collaborate with internal and external stakeholders to resolve AI‑related issues and define application guidelines.
You May Be a Good Fit If
- Strong background with AI technology at both technical and user levels.
- Experience with Moveworks Agentic AI platform.
- Driven to improve the user experience.
- Experience deploying or managing AI/Chatbot assistants.
- Understanding of NLP concepts and knowledge management for chatbots.
- Familiarity with ITSM tools, primarily Jira Service Desk, and knowledge of Service Desk operations.
- Ability to analyze usage data, recognize trends, and implement data‑driven product improvements.
- Experience collaborating with end users, business analysts, IT, and external vendors to translate business needs into technical requirements.
- Capable of identifying workflow bottlenecks and automating repetitive tasks.
What Would Make You Stand Out
- Experience building, deploying, or managing AI/Chatbot assistants such as Microsoft CoPilot and Azure Bot Services.
- Proficiency in Microsoft Power Platform, including Power Automate, Power Apps, Power BI, and CoPilot Studio.
- Prior deployment of Service Desk AI chat bots/agents.
- Experience working in a global business and partnering with key stakeholders.
- Experience in roadmap creation, feature prioritization, and backlog management.
- Experience with Agile teams (Scrum/Kanban).
Why Choose Fitch
- Hybrid work environment – 2 to 3 days a week in office required.
- Culture of learning and mobility – dedicated training, leadership development, and mentorship programs.
- Investing in your future – retirement planning and tuition reimbursement.
- Promoting health & wellbeing – comprehensive healthcare offerings.
- Supportive parenting policies – generous global parental leave plan.
- Inclusive work environment – employee resource groups and diverse culture.
- Dedication to giving back – paid volunteer days, matched funding for donations.
Fitch is proud to be an Equal Opportunity employer.
Service Desk AI & Automation - Product Owner, Associate Director (Manchester) employer: Fitch Group, Inc.
Contact Detail:
Fitch Group, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk AI & Automation - Product Owner, Associate Director (Manchester)
✨Tip Number 1
Get to know the company inside out! Research Fitch Group and their Service Desk AI initiatives. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider info and potentially a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience with AI technology and user satisfaction can benefit the role. We want to highlight our skills in a way that aligns with their needs.
✨Tip Number 4
Don’t forget to follow up! After interviews, send a thank-you email expressing appreciation for the opportunity. It keeps us on their radar and shows our enthusiasm for the role.
We think you need these skills to ace Service Desk AI & Automation - Product Owner, Associate Director (Manchester)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Desk AI & Automation role. Highlight your experience with AI technologies and how it aligns with what we're looking for at Fitch Group.
Showcase Your Technical Skills: Don’t hold back on detailing your technical expertise, especially with AI platforms like Moveworks or any chatbot assistants you've worked with. We want to see how you can bring that knowledge to our team!
Engage with Our Values: Fitch Group values credibility, independence, and transparency. Reflect these values in your application by sharing examples of how you've demonstrated them in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team!
How to prepare for a job interview at Fitch Group, Inc.
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI technologies, especially those relevant to the Service Desk AI Assistant. Be ready to discuss your experience with platforms like Moveworks and any chatbot assistants you've worked with. This will show that you're not just familiar with the tech but can also leverage it effectively.
✨User Experience is Key
Since this role focuses on improving user satisfaction, think about how you can demonstrate your commitment to enhancing the user experience. Prepare examples of how you've gathered feedback in the past and used it to drive improvements. This will highlight your ability to engage with end users and make a real impact.
✨Data-Driven Mindset
Be prepared to talk about how you've used data to inform your decisions. Whether it's analysing usage metrics or recognising trends, showcasing your analytical skills will be crucial. Bring specific examples of how you've implemented data-driven improvements in previous roles.
✨Collaboration is Crucial
This position requires working closely with various stakeholders, so be ready to discuss your collaboration experiences. Think of instances where you've successfully translated business needs into technical requirements, and how you’ve worked with teams to resolve issues. This will demonstrate your ability to work in a cross-functional environment.
