Product Manager - Digital Customer Service (Control Center & Chatbot)

Objective: Creation of an intangible asset in the context of further development of Digital Customer Service (Control Center & Chatbot). The goal of the service is the independent creation of the 2027 roadmap for Digital Customer Service. This includes identifying gaps in the product portfolio and defining measures for optimization. Creating the 2027 roadmap requires a sufficiently detailed description of measures and their recording in prioritized order, including effort estimates. Necessary alignments are made at the specialist level with relevant stakeholders.

The contractor provides the following services in particular:

Conceptualization and Setup:

• Gathering process needs in the context of roadmap creation and providing suitable tools to ensure the timeline and quality of results
• Designing, defining, and establishing suitable formats to identify product needs in collaboration with relevant stakeholders in the roadmap process

Implementation and Integration:

• Identifying gaps and optimization potentials of digital customer touchpoints based on usage data analysis, customer feedback, and market trends
• Defining and roughly designing suitable optimization measures in collaboration with relevant stakeholders (e.g., product owners, product development)
• Developing and methodically structuring an approach for prioritizing identified optimization measures, including evaluation of results
• Independently creating management reports and decision proposals based on self-conducted analyses
• Creating a structured 2027 roadmap for Digital Customer Service, taking into account management decisions in collaboration with relevant stakeholders
• Developing initial concept approaches based on best-practice methods and consolidating internal concept ideas with stakeholders
• Converting conceptual approaches into suitable formats

• Experience in Digital Customer Service
• Knowledge in designing, implementing, developing, and optimizing chatbots as well as digital request management in digital customer platforms
• Providing recommendations and outlining courses of action at the stakeholder level