Business Capability Owner, Customer Experience (CX)

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Location: Cork

Working model: Hybrid (min 2 days in the office)

The Role:

The Digital Office is a service-centric organization where our Business Capability Teams are directly accountable for the end-to-end business capabilities they enable.

We are looking for a Business Capability Owner (BCO) for our Consumer Customer Experience (CX) capability. In this role, you will be the strategic partner to our Global CX Business Unit, enabling the technology that supports millions of customer interactions across the globe.

You are accountable for the strategic "what" and "why" of the capability. You will manage the roadmap for self-service, agent tools, and omnichannel support. 

In this pivotal role, you will be the driving force behind the strategic evolution and continuous optimization of our entire Customer Experience (CX) technology ecosystem. This mandate extends beyond mere maintenance; it requires a visionary approach to ensure that our current technological landscape not only meets but also anticipates future organizational demands.

Your core responsibility will be to ensure maximum scalability, resilience, and adaptability across all CX platforms and tools. This involves a deep-dive assessment of existing architecture, identifying bottlenecks and areas for modernization, and developing a comprehensive, multi-year technology roadmap. 

This roadmap must be meticulously aligned with the overarching strategic objectives and anticipated growth trajectories of the business, ensuring our CX technology is a competitive differentiator rather than a constraint.

Furthermore, you will champion initiatives to integrate disparate systems, harness the power of emerging technologies (such as AI and advanced analytics) to personalize and streamline customer interactions, and establish robust governance frameworks for data integrity and security within the CX domain. 

Ultimately, your leadership will guarantee that our technology foundation is robust, forward-looking, and perfectly positioned to support the delivery of world-class customer experiences at scale.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech.

In this role you will be responsible for:

• CX Strategy & Platform Vision: Define the 3-5 year roadmap for our B2C Service technology. 

• Operational Alignment: Bridge the gap between technology and the contact center floor. You will translate high-level business goals (e.g., reducing Average Handle Time, increasing First Contact Resolution) into digital features that make agents' lives easier.

• Backlog & Prioritization: Own and prioritize the capability roadmap, strategically balancing operational excellence with the integration of next-generation CX technologies. You will ensure our stack remains future-proof by evaluating and implementing AI-driven support, intelligent chatbots, and advanced self-service architectures.

• Business Value & ROI: Define and track the business value of your digital investments. You are accountable for proving how technology improves CSAT, NPS, and Operational Efficiency.

• Stakeholder Management: Act as the primary advisor to the Head of Global CX and Operations Directors. You are the "voice of the business" within the Digital Office.

• Partnership: Collaborate relentlessly with your Technology Lead (TL) partner to ensure the strategic vision is translated into a scalable, secure technical solution.

Key Qualifications:

For consideration, you must bring the following minimum skills and experiences to our team:

• Strategic Leadership: Proven experience as a Product Manager, Service Delivery Manager, BCO, or Digital Transformation Lead specifically within the Customer Service / Support domain.

• Operational DNA: You have strong business acumen regarding how a Support Center functions. Ideally, you have worked in a Customer Service Center in the past (e.g., as an Operations Manager, Supervisor, or Process Lead) before moving into Digital/Product. You understand the pressure agents face.

• Ecosystem Modernization: Proven track record of leading large-scale digital transformations withi