Product Owner - Customer Service Process Improvement

Location: Utrecht
Start Date: ASAP
Contract Until: 1 June 2027
Deadline: 23 September, 09:00
Interviews: As soon as possible

The Role

We are looking for an experienced Product Owner to lead a team focused on improving and implementing customer service processes within a large, complex organisation.

You will define the team's direction, translate strategic objectives into a clear roadmap and prioritised backlog, and ensure improvement initiatives deliver measurable value for customers, employees and the wider organisation.

This is a key transformation role involving major developments across customer service, digital platforms, operational processes, sourcing partnerships and AI.

Key Responsibilities

• Own, prioritise and continuously maintain the product backlog.

• Develop and execute a clear team vision and roadmap.

• Prioritise initiatives based on customer, operational and business value.

• Identify and manage dependencies across customer service, IT teams, suppliers and wider business functions.

• Drive continuous improvement across end-to-end customer service processes.

• Ensure changes are effectively implemented and embedded into daily operations.

• Build strong relationships with stakeholders across a complex organisation.

• Manage conflicting priorities and create clarity around decisions.

• Use customer-contact insights to improve service processes and the wider customer journey.

• Work closely with other Product Owners and leads to align priorities across teams.

• Support the continued development, ownership and independence of the team.

• Work alongside the Scrum Master to further professionalise agile ways of working.

What We're Looking For

• HBO/WO-level education or equivalent professional working and thinking level.

• Minimum 5 years' experience as a Product Owner within a large and complex organisation.

• Strong experience in process and end-to-end chain improvement.

• Ideally, experience within customer service, service delivery or operational environments.

• Demonstrable experience developing a vision, roadmap and prioritised backlog.

• Strong stakeholder management experience involving multiple and sometimes conflicting interests.

• Ability to identify dependencies across teams and departments and bring stakeholders together.

• Strong knowledge of Agile, Scrum and Kanban.

• PSPO certification is an advantage.

• Experience improving team maturity, ownership and independent ways of working.

• Strong analytical, entrepreneurial and results-focused approach.

• Excellent communication, influencing and organisational awareness.

The Environment

You will join a customer service organisation responsible for approximately 3.5 million customer interactions per year, operating 24/7 through both internal and external teams.

The environment brings together commercial, operational and IT teams working in an agile and data-driven way. You will sit at the centre of business and technology change, ensuring developments across systems, processes and customer journeys translate into practical improvements for frontline customer service.

This is a strong opportunity for an experienced Product Owner who enjoys complex transformation environments and wants to drive meaningful operational and customer-service improvements.