IT Customer Experience Product Specialist
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Job Summary
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: 25 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.
Qualifications :
Educational qualification:
M.B.A. (Sales & Marketing/Operations/IT/Analytics) B.E./B. Tech. (Computer Science IT)
Remote Work :
No
Employment Type :
Full-time
About Company
Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more
