About Us

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.

Job Purpose

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.

Job Duties

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.

Knowledge, Skills and Experience

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.

What is in it for me?

We offer a variety of competitive benefits, some of which vary depending on the role you’re recruited to. Some of what you can expect in this role includes:

A competitive rate of pay and pension contribution ( £45,000-£65,000)

Generous discretionary bonus schemes, incentives and competitions

An annual leave entitlement that increases with length of service

Access to an online GP 24/7, 365 days a year for you and your immediate family.

Employee wellbeing support through our 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.

For More information, visit our https://betfredcareers.com/why-join/