About the role
Job Description
We are looking for an experienced Product Owner to drive process improvement initiatives within a customer service environment. In this role, you will provide direction to a multidisciplinary team responsible for improving and implementing customer service processes, translating business objectives into a clear roadmap and prioritized backlog. You will work closely with stakeholders across the organization, identify opportunities for improvement, manage dependencies, and ensure that process changes are effectively implemented and embedded. This is a highly business-focused role requiring strong stakeholder management, process optimization expertise, and the ability to deliver tangible results in a complex environment.
Your responsibilities include:
* Maximizing value by setting clear priorities and focusing the team on the most impactful improvements in customer contact processes and value chains. * Managing and continuously maintaining the backlog to ensure the team works effectively on the right priorities. * Developing, maintaining, and executing a team-level roadmap together with the team. * Identifying and managing dependencies between Customer Service, IT teams, business partners, and other departments. * Mapping, engaging, and informing stakeholders while creating clarity where priorities or interests differ. * Inspiring and guiding the team regarding objectives, content, and contributions to improved process performance and operational excellence. * Driving structural process improvements, successful implementation, and sustainable adoption of changes within Customer Service. * Collaborating with other Product Owners and team leads to strengthen alignment and prioritization across teams and business processes. * Supporting the Scrum Master in further professionalizing the team and fostering ownership and autonomy.
Qualifications
* Professional proficiency in Dutch, both spoken and written, is required. * Higher professional (HBO) or university (WO) degree, or equivalent level of education and professional experience. * Minimum 5 years of experience as a Product Owner within a large and complex organization. * Proven experience in customer service environments and process/value stream improvement. * Strong business-oriented mindset with a focus on service, process, and operational improvements rather than software development. * Experience defining product vision, creating roadmaps, and managing prioritized backlogs. * Strong stakeholder management skills, including working with diverse and sometimes competing interests. * Ability to identify cross-functional dependencies and facilitate collaboration across teams and departments. * Experience with Agile ways of working, including Scrum and Kanban. * PSPO certification is considered an advantage. * Experience coaching teams and improving team maturity, ownership, and autonomy. * Strong analytical, proactive, and results-oriented approach. * Excellent communication, influencing, and organizational awareness skills.
Additional Information
* End Date: June 2027 * Workload: 36 hours per week (32 hours negotiable)
All our positions are open to both women and men and are, of course, open to people with disabilities.