Product Owner, Global Retail Product

**Product Owner - Pune, MH**

**Western Union powers your pursuit.**

In this role you will work as a member of the Global Retail Product team. You will ensure that WU has best-in-class retail solutions, which provides the best possible agent and customer experience, while achieving the success metrics.

**Role Responsibilities**

**What you’ll do**

**Client/User Advocacy & Industry Orientation**
- Be the voice of the customer—champion user needs and feedback throughout discovery and delivery.
- Plan and conduct user research (interviews, surveys, usability tests) and synthesize insights that guide product decisions.
- Maintain clear, evolving user personas and articulate their jobs-to-be-done and pain points.

**Product Vision, Roadmap & Execution**
- Contribute to capability vision and future-state designs grounded in real-world execution and data.
- Own and continuously refine the product backlog—prioritizing by business value, customer impact, and effort.
- Create and maintain product documentation, including user journeys, sequence and interaction diagrams, and capability maps.
- Partner with the scrum team to break down high-level features into actionable epics, user stories, and tasks with crisp acceptance criteria.

**Product Testing & Metrics**
- Collaborate with QA to define test strategies, ensure robust test coverage, and validate outcomes against acceptance criteria.
- Monitor product performance and health metrics (adoption, activation, engagement, NPS/CSAT, cycle time, uptime, escaped defects) to find and size improvements.
- Run A/B tests and structured experiments to validate hypotheses and de‑risk decisions, turning learnings into backlog priorities.

**Production Support**
- Triage and resolve production issues quickly, coordinating with engineering to minimize user disruption.
- Log incidents with clear context, perform root-cause analysis, and track remediation items to closure.

**Risk Management**
- Identify product and delivery risks early; propose practical mitigation strategies and trade-offs.
- Ensure compliance with relevant standards and regulations _[add specifics if relevant: e.g., PCI DSS, GDPR, accessibility]_.
- Track and report key risk factors throughout execution, from discovery to rollout.

**Collaboration & Communication**
- Build strong, trusting relationships with engineering, design, data, and partner teams.
- Co‑facilitate agile ceremonies—sprint planning, stand‑ups, reviews, and retrospectives—alongside scrum masters and project managers.
- Share updates and decisions transparently with stakeholders through concise roadmaps, demos, and release notes.
- Collaborate with change management and training teams on go‑to‑market plans; contribute to training, enablement, and launch materials.

**How you’ll measure success**
- Customer outcomes: Pain points resolved, satisfaction (CSAT/NPS), reduction in support tickets.
- Product outcomes: Adoption, activation, conversion, retention, task success rates, and experiment learnings.
- Delivery outcomes: Predictable velocity, reduced cycle time, quality (defect rates/escapes), and reliable releases.
- Risk & compliance: Identified/mitigated risks, audit readiness, and adherence to standards.

**Role Requirements**
- 3+ years of experience as a Product Owner/Manager working closely with engineering, design, data, and QA in an agile environment.
- Strength in backlog management, story writing, acceptance criteria, and prioritization (value vs. effort, dependencies, risk).
- Comfort with product discovery techniques (user interviews, journey mapping, problem framing, hypothesis testing).
- Analytical thinking—ability to define metrics, query data _[basic SQL/Excel is a plus]_, and make evidence‑based decisions.
- Clear written and verbal communication; you make complexity simple and actionable.

**Nice to have (bonus points)**:

- Experience in payments/fintech, retail, point‑of‑sale, or money movement domains.
- Exposure to regulatory or security-sensitive environments and accessibility standards.
- Diagramming proficiency (sequence diagrams, interaction diagrams, BPMN/UML).

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

**Your India specific benefits include**:

- Employees Provident Fund [EPF]
- Gratuity Payment
- Public holidays
- Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
- Annual Health Check up
- Hospitalization Insurance Coverage (Mediclaim)
- Group Life Insurance, Group Personal Accid