Product Owner (End-to-End Customer Services)

Quick Facts

• Role: Product Owner for end-to-end customer services

• Focus: Development and digitization of a new customer service area; creating a consistent customer experience

Description

You will be responsible for developing a new end-to-end area of customer services. You will analyze current services and customer journeys, identify opportunities to simplify, connect, and digitize processes, and design target customer experiences for a coherent experience across different services. You will create a digital services development vision and translate it into functional priorities while collaborating with business, IT, and other delivery teams.

Responsibilities

• Learn current services and analyze customer paths from service need to delivery

• Break down processes, identify points to simplify, combine, or digitize

• Design target customer journeys to build consistent customer experience across service types

• Combine fragmented processes and business needs into one logical product model

• Create a vision for developing digital services and turn it into concrete functionality and priorities

• Find new opportunities and solutions, including where no existing template exists

• Collaborate with business, IT, and other teams involved in delivering services

• Ensure delivered solutions meet real customer needs, not only internal organizational processes

• Use retail market knowledge and experience to improve and differentiate the customer experience

Requirements

• Experience in creating or developing customer-facing products and services

• Strong knowledge of retail realities and services/e-commerce; understanding how customers decide and use services

• Ability to analyze customer journeys step by step, recognizing both customer needs and process limitations on the organization side

• Product thinking: move from customer problem/need to solution concept

• Ability to work when no ready answer exists and to co-create it

• Ability to translate ideas into a product vision, functionalities, and priorities

• Efficient collaboration with stakeholders and ability to convince them of the proposed direction

• Understanding of dependencies between business process, customer experience, and digital solution

• Proficiency in English and comfortable professional communication

Benefits

• Direct employment with the client