Product Manager — Customer Service Automation (Business Banking)

Welcome to DKB Code Factory…. 

{ { … a_place_to_stay_yourself:

} } ; 

{ { … a_place_to_stay_curious:

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.

} } ; 

{ your_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.

] } ;

{ following_qualifications_would_be_in_line_with_our_desired_profile_for_this_position: [

• 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!

] } ;