Technical Product Owner

• Act as the product representative for the knowledgebase, ensuring alignment between its content, platform, and broader business objectives across Customer Support, Marketing, and Operations
• Own and prioritise your own content backlog
• Proactively engage Subject Matter Experts (SMEs) across the business to extract accurate knowledge, and personally write, format, and publish content
• Own the performance data by undertaking regular reviews of chatbot deflection rates, FAQ engagement, search rankings, and website behaviour
• Collaborate closely with Conversational AI Analysts and engineers to ensure content is structured correctly
• Participate actively in sprint planning, stand-ups, and retrospectives
• Establish and maintain a content governance framework
• Act as the primary point of contact for stakeholders regarding knowledgebase content
• Drive a culture of continuous improvement within the team

• Proven experience as a Product Owner, content specialist, or knowledge manager, or a combination, with a hands-on track record of creating, structuring, and improving content as well as managing your own delivery priorities
• A practical understanding of how content structure affects performance across different surfaces, including how generative AI retrieves and uses content, how articles rank in search, and how external and internal audiences consume how-to guidance
• A basic understanding of software development processes, including agile methodologies
• The ability to write user stories, acceptance criteria, and technical requirements, as well as clear, well-structured content for a range of audiences and formats
• Demonstrable experience using performance data such as web analytics, chatbot reporting, search data, or contact centre MI to identify content gaps, prioritise work, and measure impact
• A familiarity with technical concepts such as APIs, data structures, and system integrations
• Excellent organisational and prioritisation skills
• Strong problem-solving skills and comfort operating in ambiguity
• Excellent communication skills
• Experience owning or contributing to a help portal, FAQ platform, or virtual assistant
• Experience in the gambling industry or a similar regulated, customer-facing domain is a plus but not mandatory
• A team-oriented mindset

Experience in the gambling industry or a similar regulated, customer-facing domain

• Competitive rate of pay and pension contribution (£45,000-£65,000)
• Generous discretionary bonus schemes, incentives and competitions
• Annual leave entitlement that increases with length of service
• Access to an online GP 24/7
• Employee wellbeing support through Employee Assistance Programme
• Enhanced Maternity & Paternity Pay
• Long Service Recognition
• Access to a pay day savings scheme, financial coach and up to 40% of your earned wage ahead of payday through Wagestream