Logitech

About the Company

At Logitech, our purpose is to extend human potential in work and play.

We do this by designing software-enabled hardware solutions that drive superior performance when gaming and superior productivity while at work, all with maximum comfort, speed and accuracy. We enable creativity when pursuing passions and connectivity so everyone is seen, heard and can contribute in their own unique way.

As a Swiss company focused on innovation and quality, our products are the point of connection between people and the digital world. We harness the transformative power of design to drive innovation and progress throughout our portfolio in order to deliver truly unique and meaningful experiences. With products available in nearly every country and more than 3.5 million items shipped each week, Logitech is dedicated to driving outcomes that are better for people and planet, reducing our environmental impact by leading the industry in designing for sustainability.

Join the LogiTeam: https://jobs.jobvite.com/logitech/

Listed Jobs

Company Name

Logitech

Job Title

Business Capability Owner, Customer Experience (CX)

Job Description

Job title: Business Capability Owner, Customer Experience (CX) Role Summary: Own the strategic direction and operational delivery of the Customer Experience technology stack for a global B2C consumer brand. Drive a 3‑5-year roadmap, evaluate or leads/platform transition, and manage a cross‑functional business‑side team to enable efficient, customer‑centric service delivery. Expectations: - Deliver measurable improvements in CSAT, NPS, and OEE through technology initiatives. - Influence global CX strategy as the primary business advisor to Head of Global CX and Operations. - Build and sustain high‑performance Business Analyst / SME team. - Balance stability of existing systems with innovation in AI, chatbots, and self‑service. Key Responsibilities: - Define and communicate the 3‑5 year CX technology vision and roadmap. - Conduct strategic assessment of current Zendesk landscape; manage RFP and platform selection if needed. - Translate commercial goals (e.g., reduce AHT, increase FCR) into prioritized backlog items. - Own backlog prioritization, balancing “Keep the Lights On” with innovation. - Establish and track ROI metrics; prove business value of digital investments. - Directly manage and develop Business Analysts/SMEs. - Act as the main stakeholder liaison for Global CX leaders and Operations Directors. - Partner with Technology Lead to ensure scalable, secure solutions that align with vision. Required Skills: - Proven product/BCO leadership in Customer Service / Support domain. - Strong operational acumen of contact‑center functions; prior experience in a B2C service center (Operations Manager, Supervisor, Process Lead). - Successful execution of global CS technology replatforming (Legacy → Zendesk/Salesforce/ServiceNow). - Direct people management experience with Business Analysts or Product Owners. - B2C scale experience (Retail, Consumer Electronics, FMCG). - Deep knowledge of customer‑service platforms (Zendesk, Salesforce Service Cloud, Oracle Service, ServiceNow). - AI/Automation implementation (chatbots, AI agent tools, knowledge management). - Agile/Lean mindset; demonstrated use of Scrum or similar frameworks. Required Education & Certifications: - Bachelor’s degree in Business, Information Technology, or related field. - Agile certification preferred (Certified Scrum Product Owner (CSPO) or equivalent).

London, United kingdom

On site

20-01-2026