Product Owner CX (Customer Experience)

  • Amsterdam
  • 32-40
  • .

PURPOSE OF THE FUNCTION 
The Product Owner is responsible and takes ownership for a correct functioning of the various CX  platforms on technical and functional level. The Product Owner is the primary point of contact when it comes to operational tasks, incidents and changes. In addition, the Product Owner is responsible and act as a central spokesperson in relation to the shared CX platform and who is able to safeguard Cygnific ‘s business goals and standpoints. The Product Owner is responsible to inform the business in time in relation to technical and functional changes and will also advice the business accordingly. 

 

OPERATIONAL TASKS 
Take ownership of the CX platforms and deliver support to colleagues and other departments. Manages the Incident and problem resolution and monitors the SLA's agreed. Actively monitors the roadmap of the CX platforms and proposes improvements and changes to improve the CX services and Cygnific’s future vision. 

 

Activities  

  • Manage the CX platform and all stakeholders internal and external and suggest strategic improvements based on the CX platform roadmap and
  • Cygnific business needs and strategy. 
  • Participate in continuous improvement cycles (i.e. WFM cycle) to analyze and advise to optimize the operational performance 
  • Monitors the correct process in relation to User management of the different CX platforms. 
  • Monitors and defines the User management process based on roles and access rights.  
  • Monitors and advising on the creation and maintenance of the Business Rule Engine, IVR settings, in place announcements, number plans and ensure that these are in line with the in-place agreements between the different entities. 
  • Monitors all incidents and problems raised and ensure that SLA's are met in time and budget. 
  • Communication and alignment the use of planned and not planned degraded mode including other entities (BlueLink /Air France). Discuss and agree with contact enter operation the impact and make sure instructions to all stakeholders are aware and informed. 
     

CHANGE MANAGEMENT 
The Product Owner is monitoring the roadmap provided by CX platform providers and manages and agrees after consulting business operations, Bluelink and Air France on planned changes of the platform. The product owner is also responsible to consult Bluelink and Air France as soon as Cygnific does require changes to be made to the platform in order to achieve Cygnific's strategy and goals. 

 

Activities  

  • Monitors all changes based on the future roadmap of the CX platform and perform a business impact analysis and advice on what this entails in relation to the technical and functional setup for Cygnific. 
  • Monitors that all functional and technical documentation is up to date and maintained correctly including all integrated and connected secondary platforms. 
  • Centrally manages & prepare changes on the platform and the applications. 
  • Accountable for the approval process of each designed change. 
    Responsible for writing the change plan & communication to all involved parties. 
  • Responsible for the functional implementation for each change on the relevant platforms/applications. 
  • Monitors that all functional and technical tests are performed with a successful and expected outcome after a change. 
  • Monitors those actual implemented changes are reviewed internally and in relation to the provider and Bluelink and Air France and safeguard the lessons learned. 
  • Analyse the outcome on daily operations of the change (long term). 
     

KNOWLEGDE/EXPERIENCE 

  • Polytechnic think and work level (HBO/WO) 
  • 5+ years experience working in complex and multi channel contact enter environments 
  • 3+ years experience working in a project-driven environment 
  • Knowledge and Experience working with Odigo  and Teams CX platforms is a plus not required. 
  • Extensive knowledge of Information & Communication Technology  
  • Excellent knowledge of telecom hardware, software and SAAS solutions 
    Understanding of working in a commercial and service-oriented 24/7 environment  
  • Good knowledge of the English and Dutch language (both written and spoken)