Product Owner

Led the product strategy and roadmap for an intelligent customer service platform, defining and delivering core capabilities in customer interaction management, conversational analytics, automated response, and customer insight generation.

Successfully led the product-customer alignment initiative within one year, achieving comprehensive support for all product lines and business units across the organization.

Collaborated with cross-functional teams to prioritize and implement key AI capabilities, including natural language understanding, sentiment analysis, intent recognition, and personalized response generation, based on business value and user needs.

Pioneered the introduction of intelligent features such as AI-powered coaching, real-time transcription, and call summarization, significantly enhancing service capabilities.

Designed banking-specific conversational flows for internal marketing and product recommendation, and enhanced system integration APIs to prepare the platform for customer-facing LLM deployment.

Managed the product backlog and stakeholder communication, and established specialized data annotation and LLM testing teams to ensure high-quality model performance.

Deployed the chatbot application across corporate WeChat, Branch System, Marketing PAD, and Mobile Banking, improving customer experience and operational efficiency.

Served as a key bridge between technical and business teams in the development of a cross-departmental blockchain-based payment system, facilitating requirement alignment and end-to-end delivery.

Supported the integration of AI and data-driven methodologies into risk and client profiling systems, gaining deep exposure to regulatory and technical challenges in fintech product development.