Product Manager — Customer Service Automation (Business Banking)

Welcome to DKB Code Factory….

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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.

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• 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.

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{ 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!

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