Technical Product Owner

As a Technical Product Owner at Betfred, you will own the quality, coverage, and continuous improvement of our knowledgebase; the content that powers our generative AI virtual assistant, surfaces in Google search results, and enables our internal teams to answer customer questions with confidence.

This is a hands-on role with real ownership. You will be responsible for identifying what content needs to exist, extracting that knowledge from subject matter experts across the business, and structuring it so it performs correctly across every surface it serves. Critically, you will use performance data- from our chatbot, FAQs, website, and contact centre- to drive your own priorities, justify your decisions, and measure the impact of your work. You will work as part of our Conversational AI team, which means your get exposure to how to build and maintain generative AI experiences, and work alongside stakeholders across Customer Support, Trading, Marketing, and Operations., * 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- use data from the chatbot, FAQ platform, website analytics, and contact centre trends to identify what to work on next and to justify those decisions to stakeholders.
• Proactively engage Subject Matter Experts (SMEs) across the business to extract accurate knowledge, and personally write, format, and publish content that has been adapted correctly for each surface: structured for AI retrieval, optimised for Google search, and clear for internal colleague use.
• Own the performance data by undertaking regular reviews of chatbot deflection rates, FAQ engagement, search rankings, and website behaviour to identify content gaps, underperforming articles, and opportunities to improve customer and colleague experience.
• Collaborate closely with Conversational AI Analysts and engineers to ensure content is structured in a way that can be effectively consumed by our generative AI virtual assistant, resolving ambiguities and answering questions as needed.
• Participate actively in sprint planning, stand-ups, and retrospectives, ensuring content work is visible, trackable, and prioritised alongside technical development.
• Establish and maintain a content governance framework- working with the Product Manager to define the review cycles, quality standards, and ownership models to ensure the knowledgebase never goes stale or information is conflicted or out of date.
• Act as the primary point of contact for stakeholders regarding knowledgebase content and platform deliverables, providing updates and managing expectations.
• Drive a culture of continuous improvement within the team, using data and insight to refine content processes, governance workflows, and delivery practices., * Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
• Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
• Refer and Earn: Cash-in on our 'Refer a Friend' programme - we're always looking for exceptional individuals like you!
• Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
• Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
• Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
• Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.

• 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. Comfortable owning a content roadmap, managing competing demands, and making clear, evidence-based decisions about what to work on next.
• Strong problem-solving skills and comfort operating in ambiguity, including building processes and governance standards where none currently exist.
• Excellent communication skills, capable of extracting knowledge from busy SMEs, translating it into usable content, and conveying complex information to both technical and non-technical stakeholders.
• Experience owning or contributing to a help portal, FAQ platform, or virtual assistant, with a track record of reviewing performance data and acting on it to improve content and customer experience.
• Experience in the gambling industry or a similar regulated, customer-facing domain is a plus but not mandatory.

A team-oriented mindset, with a passion for collaboration and driving team success.

• £45,000 to £65,000 per annum, depending on experience
• Flexi-time (start anywhere between 7am and 10am)

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this. We recently migrated all of our customers onto our very own proprietary platform - so it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide. Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's to time to join us.