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As an IT Customer Experience Product Specialist, you will act as a bridge between technology and user needs. You will map customer journeys, analyze feedback, optimize digital touchpoints to improve satisfaction, filter customer issues, and collaborate closely with cross-functional teams (Sales, Service, Marketing teams) to build seamless, intuitive, and highly engaging IT products and solutions.
Key Responsibilities
. Customer Journey Optimization: Map and evaluate the end-to-end user journey to identify pain points and areas for improvement.
. Feedback Analysis: Analyze user feedback, support tickets, and NPS (Net Promoter Score) data to spot trends and prioritize product fixes.
. Cross-Functional Collaboration: Act as the liaison between the customer-facing teams and the product teams. Filter feature requests and bugs, ensuring developers focus on critical enhancements.
. Product Education: Create and maintain product guides, help center articles, and internal training materials to empower users and support teams.
. User Testing & Experimentation: Participate in user testing, A/B testing, and gather qualitative insights to inform future product roadmaps.
. Metric Tracking: Monitor key CX and product metrics, providing regular reports to stakeholders to measure product success
Qualifications & Skills
. Education: M.B.A. (Sales & Marketing/Operations/IT/Analytics), B.E./B. Tech. (Computer Science, IT)
. Experience: 2-5 years of experience in product management, customer success, UX design, or technical support, specifically within the IT or SaaS industry
. Analytical Prowess: Proficiency in data analytics and customer journey mapping.
. Technical Acumen: Familiarity with software development life cycles (SDLC), Agile methodologies, and basic troubleshooting.
. CX Tooling: Familiarity with CRM and ticketing systems (e.g. SAP, Microsoft, Salesforce).
. Communication: Exceptional verbal and written communication skills the ability to explain complex technical concepts simply.
. Empathy: A deep understanding of user behavior and a passion for advocating for the customer.
. Proficiency in Microsoft Tools: MS Excel, PowerPoint, Power BI, Outlook, Word etc. with GenAI addons.
Educational qualification:
M.B.A. (Sales & Marketing/Operations/IT/Analytics), B.E./B. Tech. (Computer Science, IT)
The Bosch Group is a leading global supplier of technology and services. It employs roughly 402,600 associates worldwide (as of December 31, 2021). The company generated sales of 78.7 billion euros in 2021. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology.
As a leading IoT provider, Bosch offers innovative solutions for smart homes, Industry 4.0, and connected mobility. Bosch is pursuing a vision of mobility that is sustainable, safe, and exciting. It uses its expertise in sensor technology, software, and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to facilitate connected living with products and solutions that either contain artificial intelligence (AI) or have been developed or manufactured with its help. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is "Invented for life."
Job ID: 149383501
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