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Customer Experience Product Owner

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Job Description
PERMANENT CONTRACT
Flexible
Clichy-Levallois
5 years of experience
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THE COMPANY

Founded in 2022, IKATAN means "link" in Indonesian. More than just a catchy name, it's at the core of our DNA. Our true added value lies in the connections we forge daily:

Internally: Among our consultants, to build true All-Star Teams where mutual support is a fundamental principle.

With our clients: To move beyond the 'supplier' cliché and become their trusted strategic partner.

In our projects: By perfectly aligning our clients' requirements with our consultants' career objectives. That's the synergy of success!

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Rapid growth:

In just 3 years, our approach has proven successful, and the journey has taken off.

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We have grown from:

3 passionate founders to a team of 40 collaborators.

a single initial project to over fifteen active clients.

a historical specialization (contact centers) to recognized expertise in the hottest topics in Tech.

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Our Scope of Expertise (What you will offer our clients!):

Customer Experience (CX) & CRM: We revolutionize end-to-end customer relationships (digital journeys, automation, cutting-edge CRM tools, operational performance).

Unified Communications: We modernize, secure, and industrialize the telecom infrastructures of tomorrow.

Data & Artificial Intelligence: We leverage data (generative AI, Machine Learning, business algorithms, custom dashboards) to give our clients a competitive edge.

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CONTEXT

Become the driving force behind our omnichannel strategy and the guardian of customer satisfaction! As a CX Product Owner, you are the linchpin of our transformation. Your role is crucial: you serve as the bridge between the ambitious requirements of our business units (Marketing, Customer Service) and the technical realities of IT integration.

Your goal? To transform a business vision into a seamless, modern, and effective customer journey. With us, you don’t just manage a project—you bridge the gap between the idea and its practical application.

Your Achievements
Your main achievements will include:

Your main achievements will include:

  • Vision Leadership: Define and drive the CX product roadmap in close collaboration with business units.
  • Design & User Stories: Translate customer journeys (Self-care, Chat, Voice, Digital) into detailed technical specifications and actionable user stories.
  • Backlog Management: Prioritize development tasks by skillfully balancing business value, operational urgency, and technical constraints.
  • Technical Interface: Collaborate on a daily basis with development teams and integrators to resolve roadblocks.
  • Testing & Quality: Oversee the user acceptance testing (UAT) phases and ensure that the delivered solution fully meets the commitment made to the end customer.
  • Performance Analysis: Track satisfaction KPIs (NPS, CSAT) and efficiency metrics to continuously iterate and improve the product.
Your Profile
You are our ideal candidate if you have

Technical Skills

  • Customer Relations: You have a thorough understanding of the challenges involved in customer relations (digital customer journeys, contact center tools, omnichannel strategies).
  • Dual Expertise: You can talk "Business" in the morning and "API/Integration" in the afternoon.

Personality

  • Diplomat: You know how to say "no" in a constructive way to ensure the product remains consistent.
  • Analytical: You enjoy breaking down complex processes to simplify them.
  • Team Player: You are the link that unites teams around a common goal
Experience
  • Education: You have a five-year degree (business school, engineering school, or master’s in digital studies)
  • Experience: You have proven experience in Agile Project Management (Scrum, Kanban)
Join Us
Why is it so great to work WITH US?
Benefits
  • A role with diverse and cross-functional responsibilities – no time for boredom!
  • A young, dynamic team full of positive energy!
  • As one of the first, you will be a key pillar of a rapidly growing company.
  • A positive atmosphere and genuine human interactions.
  • Regular events! (After-work gatherings, parties, seminars, Team Building, etc.)
  • A premium work environment equipped with state-of-the-art facilities.
  • Quality entertainment: PS5, Switch 2, ping-pong, foosball.
  • Comprehensive health insurance (Benefiz), meal vouchers (Swile), and a holiday bonus.
The Recruitment Process
  • Le Match: Our experts review your resume.
  • First Contact: A call with our recruitment manager to discuss your goals and our vision.
  • Showcasing Your Skills: Create and submit your personalized Skills Portfolio to our client.
  • The Meeting: An interview with the end client to confirm that the technical and personal fit is right.
  • Feedback: We'll get back to you quickly to kick off the adventure!
When do we start?

Flexible

Our HQ

Clichy-Levallois (92)

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