WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Role Overview

As a Productised Service Owner, you will work at the intersection of research, product strategy, and market intelligence. Your primary responsibility will be to leverage your retail expertise, build comprehensive blueprints for productized services, using market research to understand the competitive landscape, identify advancements in existing solutions, and provide strategic insights that shape the future of our product offerings. Your insights should guide actionable plans that guide the development of new services. You will own the vision, strategy & the success of the productized service and will be expected to identify new business opportunities & revenue streams along with Sales & Solutions teams.

Key Responsibilities

1. Retail Expertise
   • Bring extensive expertise in various facets of the retail industry, such as inventory management, supply chain optimization, sales processes, merchandising, customer service, omnichannel customer experience and pricing strategies. Expected to understand the day-to-day operations of retail businesses and identify areas for improvement and innovation.
   • Have a deep understanding of the customer journey within a retail environment—both online and offline. Leverage this knowledge to enhance customer engagement, loyalty, and satisfaction at every touchpoint, from discovery to purchase and post-purchase.
   • Stay current with the latest retail technologies such as point-of-sale systems (POS), enterprise resource planning (ERP), customer relationship management (CRM), and e-commerce platforms.
2. Blueprint Development for Productized Services for retail and CPG
   • Assess the global retail and CPG market, in terms of whitespace and map our strengths and opportunities to tap into Data, analytics and AI services
   • Create detailed, strategic blueprints for new AI enabled productized services based on market research, competitive analysis, and emerging trends.
   • Ensure that productised services’ blueprints align with business objectives and market demands, providing a clear roadmap for execution.
3. Market & Competitive Research
   • Conduct in-depth research into the competitive landscape, including direct competitors, emerging players, and evolving industry standards.
   • Analyze competitors' product offerings, customer feedback, pricing, and market positioning.
   • Identify gaps in the market and opportunities for innovation within our existing AI solutions.
4. Trend & Advancement Analysis
   • Stay on top of advancements in AI technologies, including new tools, frameworks, methodologies, and trends in the retail and CPG sector, that can enhance our current solutions.
   • Evaluate technological developments and their impact on the market, ensuring that our productised services stay relevant and competitive.
   • Identify shifts in customer preferences and industry needs, and recommend ways to integrate these changes into our product offerings.
5. Productized Service Ownership
   • Work in partnership with the Implementation team throughout the development phase to ensure that the productized service vision is successfully realized.
   • Take full accountability for the success of the productized service, from ideation through to GTM, ongoing enhancements & future upgradations.
   • Collaborate with the GTM team to build a strong Launch and GTM strategy and help execute it.
6. Documentation & Reporting
   • Create and maintain comprehensive documentation for creation of the productised service which will be provided as input for the product team.
7. Solutions and Sales Support
   • Enable the Solutions and Sales team by supporting client discussions / workshops
   • Evangelise the productised service within and outside the organisation to drive adoption.
   • Listen to the feedback from customers and identify ways for the service to improve and stay relevant as an offering in the market.

• Experience:
  • 12+ years of experience in retail / CPG industry especially in the area of data, analytics and AI, technology, or SaaS sectors.
  • Proven track record of building strategic blueprints for new solutions or services, from ideation to execution.
  • Experience with AI technologies, machine learning, or data-driven solutions is highly preferred.
• Skills:
  • Strong ability to synthesize complex data into clear, actionable insights.
  • Expertise in competitive analysis, market research methodologies, and industry trend tracking.
  • Excellent communication and presentation skills, with the ability to articulate strategic insights to both technical and non-technical stakeholders.
• Education:
  • Bachelor's degree in Business, Marketing, Computer Science, Engineering, or a related field. Master’s degree is a plus.
• Mindset & Attributes:
  • Strategic thinker with a passion for AI and innovation.
  • Ability to balance short-term needs with long-term product vision.
  • Strong problem-solving skills and a proactive, results-oriented attitude.
  • Ability to work cross-functionally and collaborate with multiple teams to bring ideas to life.