Herzogenaurach, BY, DE
aA+ aA-

Senior Product Owner - Experience Nps (Net Promoter Score) (M/F/D)

Land : Deutschland Deutschland

Bundesland : Bayern

Stadt : Herzogenaurach

Berufsfelder : Marketing

Vertragsform : Festanstellung

Arbeitszeit : Vollzeit


As a Senior Product Owner for NPS, you are responsible for the quality and strategic impact of a complex digital product which might include more than one product team. Together with your team(s) you work on continuously improving and evolving the product of xNPS / VOC to maximize the value for the consumer & employees by enabling a feedback culture.
Partnering with IT, Product teams, cross functional departments, and markets to define a robust product backlog, managing capability expansion increments and leading the team towards definition of new functionalities & best practices are examples of the activities that will be expected from this role. Additionally, you will be cooperating with various external and internal stakeholders, including local Markets, Sales Channels, HR and Analytics to drive consumer engagement and satisfaction, as well as incremental revenues out of delivering digital experiences.
Key Responsibilities:
- Contribute to shaping the overarching Business Solutions Strategy, evolving and planning the core levers to achieve brand and sales objectives in retail and franchise
- Be Responsible for our xNPS / VOC solution which is used as a metric used in customer experience programmes.
- Drive defined DTC Project Implementations of xNPS / VOC
- Leads agile project teams to deliver enhancements to existing and deliver new capabilities based on business strategy
- Drives cross functional alignment across Global Retail, Digital, HR and other global and market functions
- Manages external vendor as partnerships
- Drive the change management and follow up with the markets to ensure proper usage of developed capabilities.
- Be accountable for creating business benefit through usage of the xNPS / VOC across Digital, Retail, WHS and the overall global organisation.
- Own communication with markets with respect to best practice sharing & consultation, and roll-out & implementation planning
- Document knowledge and new processes related to the projects and make it easily available for the market and global organization
- Deliver training and related material to drive effective and efficient operations within respective functions impacted by the solutions
- Identify strategic innovation opportunities for Digital, Retail, WHS and global together with all stakeholders and propose ways to capitalize on them
- Evaluate the competencies of his/her subordinates on a regular basis and provides prompt and feedback and guidance to drive high performance
- Own and develop the xNPS / VOC Product Roadmap in alignment with all key stakeholders and external partners.


- Excellent communication skills and comfortable presenting to stakeholders at various organizational levels both in person and remotely
- Expert user of MS Office suite of products
- Project management skills and a systematic and structured approach
- Knowledgeable about working with AGILE Teams, related working methods (SCRUM, KANBAN, etc.) and tools (JIRA, Confluence, etc.)
- Fluent in English
- Additional languages are an advantage
- Knowledge about key Experience Management Platforms is a plus (Qualtrics, Medallia, etc.)
Requisite Education and Experience / Minimum Qualifications:
- Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
- 6+ years of experience working in a Digital, Retail and/or eCommerce environment
- 5+ years working in VOC and/or general Experience Management, Product Ownership or Project Management related role, preferably in an agile working setup
- Experience in working with stakeholders and experts at various seniority levels
- Experience in creating strong internal business cases and change management programs to support investment and internal resource requests

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