Product Owner

Náplň práce

• Own and continuously improve end-to-end customer experience across:
  • Global User Support and IT Service Desk
  • My Workplace services (virtual workplace, standard workstation, smart devices and videoconferencing)
  • Self-service portals, AI chatbots and e-learning/knowledge experience
• Identify friction points, inconsistencies, and usability gaps from the user perspective.
• Translate user feedback, incident patterns, and service data into clear improvement demands.
• Align priorities with Service Owners, Service Desk Leadership and security requirements.
• Work closely with Global Service Desk Operations to:
  • Improve user interaction quality
  • Reduce avoidable contacts through better experience design
  • Support consistent handling and communication standards
  • Ensure that experience improvements are operationally feasible across all regions.
• Leverage existing data sources such as ticket trends, user feedback and surveys, recurring complaints and escalations to improve customer service quality.
• Define and track experience-focused KPIs (e.g., perceived service clarity, first-contact experience quality, self-service effectiveness).
• Ensure feedback results in visible, structured follow-up actions.
• Act as central coordination point between Service Owners, Product Owners, Service Desk Leadership, and Secure Infrastructure Operations for experience-impacting changes.
• Represent the user experience perspective in initiatives and change discussions.

Zamestnanecké výhody a benefity

• You work for a stable and growing company that truly values its employees.
• You have the opportunity to work from home, giving you greater flexibility and work-life balance.
• In addition to your regular salary, you can earn an attendance bonus consisting of a daily bonus of €2 and a quarterly bonus of €120, providing extra motivation and rewarding your commitment throughout the year.
• Beyond our standard benefits package, you will also receive a 13th salary, helping you plan your finances with greater confidence.
• We support your professional growth through training and development opportunities, while fostering a friendly and collaborative team environment where you can feel at home.
• You and your family can take advantage of a company apartment for rest and recreation.
• Twice a year, you receive €120, which can be used for shopping, leisure activities, or wellness and recovery services.