We are looking for a Product Owner for Customer Service Solutions to drive the development of digital tools and platforms, enhancing customer care experiences.

This role sits at the heart of a large-scale transformation program focused on customer-centricity, with a strong emphasis on complaint management and first-contact resolution.

You will act as the key interface between business stakeholders, customer service teams, and IT delivery squads, ensuring alignment between product delivery, operational needs, and customer satisfaction goals.

Responsibilities

Product Ownership & Delivery

• Lead the end-to-end product lifecycle from concept to deployment and continuous improvement.
• Define, prioritize, and manage the product backlog based on business value and customer impact.
• Translate business needs into user stories and acceptance criteria.
• Ensure delivery aligns with Agile/Scrum methodologies.

Customer Service Solutions

• Drive the implementation and improvement of customer service digital tools, with a focus on:
• Complaint management
• First contact resolution
• Ensure solutions are efficient, transparent, and customer-centric.
• Guarantee compliance with operational and regulatory requirements.

Stakeholder Management & Collaboration

• Act as the bridge between:
• Customer service teams
• Business stakeholders
• IT delivery teams
• Collaborate closely with operational, performance, and technical teams.
• Align product direction with company strategy and customer experience goals.

Performance & Continuous Improvement

• Monitor product performance through KPIs and customer feedback.
• Drive continuous improvements based on insights and data.
• Stay updated on market trends and innovations in customer service solutions.

Experience & Expertise

Minimum 5 years of experience in:

• Product Ownership
• Customer care / customer service environments

• Strong experience in Agile/Scrum environments.
• Proven ability to manage product backlog and delivery cycles.
• Strong stakeholder management and communication skills.
• Strong analytical mindset with the ability to translate data into product improvements.

Knowledge of:

• Customer service operations
• Complaint handling processes
• Regulatory environments
• Ability to balance business needs, customer expectations, and technical constraints.

Education

• Master’s degree (engineering, business, or equivalent experience).

Languages

• Dutch – fluent
• French – fluent
• English – fluent

Offer

• Strategic Product Owner role within a large transformation program.
• High-impact position at the intersection of customer experience and digital solutions.
• Opportunity to shape customer care platforms at scale.