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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Responsibilities

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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.

Qualifications

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- 3–7+ years’ experience as a Product Manager, Business Analyst, or similar product delivery role within Agile teams.

📌 Product Manager — Customer Service Automation (Valencia)
🏢 DKB Code Factory
📍 Valencia