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

Fitch Group is currently seeking an AI Product Owner & Developer based out of our London office. As a leading global financial information services provider, Fitch Group delivers 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 over 30 countries, Fitch Group's culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world's top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics.

Fitch's Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we're home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a "Best Place to Work in Technology" 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference.

About the Role

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

How You'll Make an Impact

• Hands-on Technical Development: Take direct ownership of the technical development, configuration and ongoing enhancement of the Service Desk AI assistant. Build, implement and update AI models, automations and integrations – writing code or configuring platforms as needed to deliver key features and improvements.
• Drive User-Centric Enhancements: 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.
• Optimize Service Desk Efficiency: Leverage automation capabilities to reduce manual workloads for the service desk, leading to faster ticket resolution times and enabling the team to focus on more complex issues.
• Data-Driven Decision Making: Analyze usage metrics and conversational analytics to identify knowledge gaps and training opportunities, continuously refining the Assistant's responses to improve accuracy and effectiveness.
• Lead Continuous Improvement: Establish a regular cadence for reviewing product performance, prioritizing enhancements, and implementing new features that keep the Service Desk AI Assistant aligned with evolving business objectives and technology advancements.
• Foster Cross-Functional Collaboration: Work closely with IT, business stakeholders, and external partners to ensure seamless integration of the AI Assistant with existing systems, driving adoption and maximizing organizational value.
• AI Technologies: Keep up to date with AI technologies at both a technical and user level to drive forward the Service Desk AI assistant to leverage the latest technologies.
• External & Internal Stakeholder Management: Partner with external and internal stakeholders to resolve AI related issues as well as define guidelines for application of AI.

You May be a Good Fit if:

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

What Would Make You Stand Out

• Experience with building, deploying or managing AI/Chatbot assistants specifically Microsoft CoPilot and Azure Bot Services.
• Experience in Microsoft Power Platform, specifically in Power Automate, Power Apps, Power BI and CoPilot Studio.
• Previous experience with deploying Service Desk AI chat bots/agents.
• Experience with working in a global business and partnering with key business stakeholders.
• Experience in roadmap creation, feature prioritization 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 based on your line of business and location.
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity.
• Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals.
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing.
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively.
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe.
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community.

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

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