Overview
The role serves as the voice of the customer within an Agile team, maximizing value delivered through each iteration by bridging business priorities and team execution. It involves translating needs into actionable backlog items and ensuring alignment with broader solution vision and organizational strategic objectives.
Key Responsibilities
- Own and maintain the team backlog, prioritizing items based on business value, strategic objectives, dependencies, and delivery readiness.
- Translate business needs and stakeholder input into clear, actionable user stories and backlog items.
- Serve as the voice of the customer, representing end-user and business needs within the Agile team.
- Build and maintain effective relationships with stakeholders to understand priorities, constraints, and emerging needs.
- Partner with Product Management to ensure product strategy and implementation remain connected across teams.
- Work closely with the Agile team on story clarification, priority decisions, and day-to-day backlog questions.
- Demonstrate domain expertise in client portal solutions such as the Banking Information Portal (eBIP), Treasury Client Center (eTCC), and Treasury Risk Events Management System (TREMS).
- Support the operations and maintenance of these solutions to ensure reliable service delivery and business continuity.
- Engage stakeholders proactively to identify, track, and resolve issues affecting system performance and user experience.
- Serve as a liaison between business clients and IT development teams to translate needs, clarify priorities, and support timely resolution of issues and enhancements.
- Work effectively with virtual teams to enhance system capabilities and resolve issues across the supported platforms.
- Build and maintain strong working relationships with business stakeholders and client teams supporting eBIP, eTCC, and TREMS.
- Coordinate issue resolution by partnering with business clients, operations teams, and IT development teams to address production and enhancement needs.
- Facilitate communication and alignment between business and technical teams to ensure requirements, priorities, and decisions are clearly understood.
- Collaborate across geographically distributed and virtual teams to drive continuous improvements and timely problem resolution.
- Help ensure support and enhancement activities remain aligned with stakeholder expectations, operational priorities, and service objectives.
Required Experience
- 10+ years of experience developing, operating, and maintaining complex financial applications
- Experience working in a Scaled Agile product team, with practical involvement in PI planning, execution, and retrospectives
- Demonstrated ability to translate business needs into clear priorities, user stories, and backlog items for delivery teams
- Strong written and verbal communication skills, with the ability to work effectively across business and technical stakeholders
- Demonstrated experience working with virtual multi-cultural teams spread across multiple time zones
- Background in financial services or other regulated environments (preferred)
- Familiarity with SAFe Agile or similar scaled delivery frameworks (preferred)
- Experience supporting enterprise platforms that require close coordination across business, operations, compliance, and technology teams (preferred)
Qualifications
• Master's degree with 5 years of experience or a Bachelors Degree with a minimum of 7 years of relevant experience, or equivalent combination of education and experience.
