Product & Process Owner Customer Success & AI Automation (m/f) 80-100%

NZZ is one of the most significant private media companies in Switzerland. We focus on high-quality, independent journalism and represent a liberal worldview. With our products, we offer our users guidance and inspiration every day. In addition to the two flagships "Neue Zürcher Zeitung" and "NZZ am Sonntag", various other titles, event series, podcasts, and TV formats are part of the portfolio. Product & Process Owner Customer Success & AI Automation (m/f) 80-100%. ### Your tasks • Development, further development, and implementation of the product and process vision for the "Future Service Desk"; proactive introduction of innovative approaches (especially Agentic AI & automation) and translation into a prioritized product roadmap • Collection, structuring, and prioritization of functional requirements for the omnichannel application (voice, email, chat) as well as active management of the product backlog (balancing CX vs. efficiency) • Conception and further development of a true, channel-independent service architecture. Ensuring that customer concerns can be resolved via every channel (chat, telephone, mail, ..) consistently, without media breaks, and fully or partially automated from the service desk • Conception and implementation of AI-supported service processes with a focus on smooth hand-overs between AI agents and human employees • Systematic analysis, visualization, and documentation of the service processes and support journeys. Rectification of process breaks in customer service; operational control based on the "Service KPI-Tree" • Agile cooperation & project management • Change & stakeholder management Your profile • University degree (Uni/FH) in business informatics, digital business, business administration, or comparable qualifications and experiences • Methodological knowledge in requirements engineering, backlog management, and agile procedural models (e.g., SAFE, Scrum / Kanban) • Ability to formulate functional requirements in a structured manner and coordinate efficiently with IT teams • Knowledge of modern omnichannel service desk processes and architectures (voice, email, chat, messaging) and E2E process modeling in customer service • Experience in handling CRM, subscription, or payment systems is an advantage • Interest in automation in general and in Conversational AI, Generative AI, and "Agentic Automation" in the service context • Strong analytical competence and structured way of working • Implementation orientation and assertiveness in a matrix organization • Customer focus and quality standards in the sense of a premium positioning • Proficient German skills in speaking and writing, very good English skills Our offer • Demanding, interesting activity in a varied and inspiring field of tasks with high personal responsibility and cross-departmental cooperation • A working environment that allows freedom for innovative ideas and knowledge exchange • Diverse continuing education opportunities • A great working environment: We support the compatibility of work and private life. Flexible working hours and a certain amount of home office are a matter of course. Our office is centrally located "at Bellevue" in the heart of Zürich - with a view of the Opera House and the lake, in the immediate vicinity of various shopping facilities, restaurants, and public transport connections Rico Grass, HR Business Partner \+41 44 258 17 12 Are you interested? Then please upload your complete online application, including a cover letter stating your availability and approximate salary expectations, via the applicant platform.