Customer Experience Product Owner CONSULTING Clichy-Levallois

Ikatan; Clichy; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Meal vouchers

Holiday bonus

Premium facilities

Job summary

Ikatan in Île-de-France seeks a CX Product Owner to drive our omnichannel strategy and safeguard customer satisfaction. You will bridge business requirements with IT integration, shaping the CX roadmap and translating journeys into actionable user stories.

You will manage the backlog, work closely with development teams and integrators, oversee UAT, and monitor NPS and CSAT to continuously improve the product in a fast-moving, collaborative environment.

Qualifications

• Five-year degree in business school, engineering school, or mastery in digital studies.
• Proven Agile Project Management experience (Scrum, Kanban).

Responsibilities

• Define and drive the CX product roadmap in collaboration with business units.
• Translate customer journeys into detailed tech specs and actionable user stories.
• Prioritize development tasks by balancing business value, urgency, and constraints.
• Collaborate with development teams and integrators to resolve roadblocks.
• Oversee testing/UAT phases to ensure the solution meets commitments to customers.
• Track satisfaction metrics (NPS, CSAT) and drive continuous product improvement.

Skills

Customer relations

Dual expertise

Education

Five-year degree in business/engineering or master’s in digital studies

Job description

Role Summary

Become the driving force behind our omnichannel strategy and the guardian of customer satisfaction. As a CX Product Owner, you are the linchpin of our transformation, bridging the ambitious requirements of our business units and the technical realities of IT integration.

Your Achievements

• Vision Leadership: Define and drive the CX product roadmap in close collaboration with business units.
• Design & User Stories: Translate customer journeys (Self‑care, Chat, Voice, Digital) into detailed technical specifications and actionable user stories.
• Backlog Management: Prioritize development tasks by balancing business value, operational urgency, and technical constraints.
• Technical Interface: Collaborate daily with development teams and integrators to resolve roadblocks.
• Testing & Quality: Oversee the UAT phases and ensure the delivered solution fully meets the commitments to end customers.
• Performance Analysis: Track satisfaction KPI (NPS, CSAT) and efficiency metrics to continuously iterate and improve the product.

Technical Skills

• Customer Relations: Understanding of digital customer journeys, contact center tools, and omnichannel strategies.
• Dual Expertise: Ability to communicate in both business and API/integration domains.

Personality

• Diplomat: Knows how to say "no" constructively to keep the product cohesive.
• Analytical: Enjoys breaking down complex processes to simplify them.
• Team Player: Serves as the link that unites teams around a common goal.

Experience & Education

• Education: Five‑year degree in business school, engineering school, or master’s in digital studies.
• Experience: Proven Agile Project Management (Scrum, Kanban) experience.

Benefits

• A varied and cross‑functional role that keeps tasks interesting.
• A young, dynamic team with positive energy.
• The opportunity to be a key pillar in a rapidly growing company.
• A positive atmosphere and genuine human interactions.
• A premium work environment with state‑of‑the‑art facilities.
• Health insurance, meal vouchers, and a holiday bonus.
• Quality entertainment options including gaming consoles and sports tables.