AI Experience Product Manager

Help us shape AI that is genuinely useful.

We believe AI should make things simpler, clearer, and more useful for our members — not be added just because it can.

As our AI Experience Product Manager, you will own the AI and agent experience across our digital ecosystem: from conversational journeys and smart document experiences to deciding where AI should — and sometimes deliberately should not — appear.

You won’t build the model. You’ll shape the experience.

What should the agent say? When should it ask another question? When should it stay quiet? When should it hand over to a human? And does AI actually belong in that journey?

This is a Product Management and conversation design role, not a Data Science role.

What you’ll do

• Define when the agent should engage, clarify, escalate or stay silent.

• Design conversational journeys, fallback paths and recovery from misunderstood intent.

• Identify where AI genuinely adds value across our website, products and services — and where it doesn’t.

• Own the end-to-end AI customer experience, partnering closely with UX/UI.

• Design how real services — such as claims, document requests or subscription changes — can be completed within conversational experiences.

• Define trust signals and clear ways for AI to communicate uncertainty and limitations.

• Shape smart document experiences and AI-generated outputs that members can understand and act on.

• Maintain a clear view of what our AI can and cannot do, ensuring the experience never over-promises.

What you bring

• Proven experience in digital Product Management or Product Ownership, taking products or customer journeys from problem definition through delivery and iteration.

• Experience designing or owning digital customer experiences.

• A strong understanding of customer journeys, business rules, edge cases and service design.

• Experience working cross-functionally with UX/UI, Technology and business teams.

• The ability to turn complex customer and business needs into clear product requirements and priorities.

• A data-informed mindset, combining data, customer feedback and judgement to make product decisions.

• Experience with Conversational AI, GenAI, chatbots or digital self-service is highly valued.

You don’t need to be a Data Scientist or ML Engineer. What matters is understanding what makes an AI-powered experience useful, trustworthy and worth using.

How you’ll work

You’ll own the roadmap for your area, aligned with our product strategy, and work closely with Product, UX/UI, Delivery, IT and our Transformation Office.

Model selection, training and ML engineering sit with the Transformation Office. You define what the AI should do, where it should appear and how the experience should feel.

We work collaboratively, challenge our assumptions and believe important AI-facing decisions deserve more than one perspective.

You’ll also bring progress, learnings and results to our Product Council and take ownership of the impact your products create.

You’ll thrive here if…

You define the problem before jumping to the solution.

You’re curious about AI, but don’t believe AI is always the answer.

You can move comfortably between customer experience, business needs and technology, challenge assumptions constructively and make complex things simpler.

And you’re comfortable saying:

“The AI shouldn’t answer this — a human should.”

What you can expect from us

You’ll join us at a moment when our AI product experience is still being shaped.

That means the opportunity to have real ownership and real impact — helping us build the foundations and the playbook, rather than simply inheriting one.

You can expect close collaboration across teams, exposure to strategic product decisions and room to bring your ideas, challenge existing approaches and help shape how AI becomes part of the experiences we create for our members.

Salary range: €40k – 50k gross annual base salary, depending on experience, plus [benefits / hybrid working arrangements].

Not AI everywhere. Better experiences where AI truly makes a difference.