Digital CX Product Owner Manager

About the role

WOM Colombia is looking for a champion to own the end-to-end digital experience of its products across app, web and conversational channels. The role transforms commercial propositions into intuitive, engaging and high-performing digital experiences, engineered and continually improved to increase customer adoption, engagement, loyalty and advocacy, and customer lifetime value. It reports to the Customer Care Director.

Responsibilities

• Own the digital product experience lifecycle, from discovery and adoption to engagement.
• Design and optimize digital journeys and growth mechanics across app, web and conversational channels.
• Use testing and iteration to improve the customer experience from the first digital touchpoint through post-sale interactions.

Requirements

• Professional degree in Marketing, Business Administration, Industrial Engineering, Digital Product Management, Design or a related field.
• More than nine years owning digital experience, digital product or growth roles, ideally at a fintech or high-scale digital platform.
• Advanced English level (B2+/C1).
• Knowledge of digital product management fundamentals, including roadmaps, backlogs, prioritization frameworks and agile ways of working.
• Knowledge of referral program design, platforms and analytics; digital customer journey mapping and as-is/to-be experience diagnostics; CX platforms such as Medallia, Qualtrics or equivalent; and CRM/ticketing tools such as Zendesk or Salesforce Service Cloud.
• Knowledge of A/B testing, experimentation, data analysis and BI tools, including Excel, SQL basics and Power BI.
• Product Management, CX or Growth certifications are a plus.

Datos clave

• Reports to the Customer Care Director.
• Requires an advanced English level (B2+/C1).
• Requires more than nine years in digital experience, digital product or growth roles.

Salario estimado

Salario estimado para servicio al cliente en Colombia: COP 1.100.000 - 2.050.000 al mes, según 152 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.