Responsibilities :
- Lead the end-to-end product lifecycle for customer service digital solutions, from concept and requirements gathering to deployment and continuous improvement.
- Develop and maintain the product backlog, prioritizing features based on business value, customer impact, and technical feasibility.
- Collaborate closely with customer service operational teams, performance team and IT teams to ensure solutions meet operational needs, compliance standards, and user expectations.
- Translate business needs into clear, actionable user stories and acceptance criteria for development teams.
- Oversee the implementation of complaint management systems, ensuring efficient, transparent, and customer-centric processes.
- Monitor product performance using KPIs and customer feedback, driving iterative enhancements to maximize service quality and efficiency.
- Stay informed on industry trends, emerging technologies, and best practices in customer service and complaint management.
- Champion a customer-first mindset, ensuring that all digital solutions contribute to an improved and seamless service experience.
Expected skills and experience :
- Strong product ownership skills with experience in Agile/Scrum environments.
- Excellent stakeholder management and communication abilities.
- Analytical mindset with the ability to translate data insights into product improvements.
- Knowledge of customer service operations, complaint handling processes, and relevant regulations.
- Ability to balance technical constraints with customer and business needs.
Languages requirements :
- Fluent in Dutch/French and English