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Product Owner - Customer Experience

  • Location:

    Zürich (Kreis 3)

  • Sector:

    Transformation & Change Management

  • Job type:

    Permanent

  • Salary:

    Swiss Franc90000 - Swiss Franc110000 per annum

  • Contact:

    Joe Laramee

  • Contact email:

    Joe.Laramee@oliverjames.com

  • Job ref:

    74990_1631005405

  • Published:

    19 giorni fa

  • Expiry date:

    2021-10-07

Product Manager Offline Customer Experience 80%-100% (m/w/n, remote OK)


About the Job


As Product Manager Offline Customer Experience you will be part of the Product Team and you will own the
customer journey from prospect to member among our offline touchpoints. You will be responsible for the
onsite and analogue conversion optimization from lead to a member and work closely with our resorts,
customer care, sales, marketing colleagues and potential members to shape together the offline
experience. Ideally, you possess strong conceptual and research skills and you are able to orchestrate the
implementation, training and golive of processes and services autonomously. You will make sure that our new
guests feel comfortable, are caught by our values and get authentic and professional assistance during their
first stays with us.


Your Mission
● Work with data and qualitative insights through tight collaboration with potential members,
resorts and customer care/sales to understand their needs
● Articulate clearly how services need to be adapted from user centered, system and business
perspective and formulate them in tangible requirements (jobs to be done, user stories, tasks)
● Set vision for the onsite and analogue customer experience for potential members
● Design, build prototypes and set experiments to learn fast and continuously improve the experience
● Work with digital product managers and UX designers to ensure a consistent user experience across
all touchpoints
● Collaborate with application owners and developers to provide adaptations in the processes
● Work with marketing and communication colleagues for creation of guidelines, storylines, materials
to support customer satisfaction and boost conversion
● Willingness to spend time at resorts and working from there, up to 30-50%
● Ability to build, lead and inspire a team working mainly remotely
● Hands-on mentality and get the job done mindset
● Intrinsic motivated with a strong passion for customer happiness and delivering a meaningful impact
● Fluency English, German would be a plus but it is not a must

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