Esm Omnichannel Product Owner Hyderabad (India)

Overview The Enterprise Service Management Omnichannel Product owner for Enterprise Service Management (ESM) COE team works with key partners stakeholders across PepsiCo to enable a common, consistent, and intuitive user experience. Primary accountability is to define requirements, align stakeholders, and partner to implement and measure omnichannel service delivery to ensure seamless and consistent employee experiences across various channels, including web, mobile, chat/chatbot, IVR, and in-person interactions. Responsibilities Define requirements, align stakeholders, and partner to implement and measure/govern omnichannel service delivery to ensure seamless and consistent employee experiences across various channels, including web, mobile, chat/chatbot, IVR, and in-person interactions Develop, maintain, and measure adherence to standards for omnichannel service excellence Collaborate with cross-functional teams to identify and prioritize employee touchpoints, ensuring a holistic and integrated approach to service delivery. Partner with Enterprise and Business architects and Business partners to identify requirements solutions to support omnichannel service capabilities. Continuously monitor and analyze employee feedback and data to identify areas for improvement and optimize the omnichannel service experience. Partner with IT, HR and other functional teams to ensure the integration of various systems and technologies required for effective omnichannel service delivery. Provide training and support to Pepsico Service delivery teams on best practices for delivering exceptional service across different channels. Stay up to date with industry trends and emerging technologies to drive innovation and enhance our omnichannel service offerings. Present recommendations and solutions clearly and concisely and focus on key points to portray the intended message or purpose Advocate and drive adoption of defined operating principles and best practices to .