Business Capability Owner, Customer Experience (CX)

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Location: Cork

Working model: Hybrid (min 2 days in the office)

The Digital Office is a service-centric organization where our Business Capability Teams are directly accountable for the end-to-end business capabilities they enable. We are looking for a Business Capability Owner (BCO) for our Consumer Customer Experience (CX) capability. In this role, you will be the strategic partner to our Global CX Business Unit, enabling the technology that supports millions of customer interactions across the globe.

You are accountable for the strategic "what" and "why" of the capability. You will manage the roadmap for self-service, agent tools, and omnichannel support. In this pivotal role, you will be the driving force behind the strategic evolution and continuous optimization of our entire Customer Experience (CX) technology ecosystem. This mandate extends beyond mere maintenance; it requires a visionary approach to ensure that our current technological landscape not only meets but also anticipates future organizational demands.

Your core responsibility will be to ensure maximum scalability, resilience, and adaptability across all CX platforms and tools. This involves a deep-dive assessment of existing architecture, identifying bottlenecks and areas for modernization, and developing a comprehensive, multi-year technology roadmap. This roadmap must be meticulously aligned with the overarching strategic objectives and anticipated growth trajectories of the business, ensuring our CX technology is a competitive differentiator rather than a constraint.

Furthermore, you will champion initiatives to integrate disparate systems, harness the power of emerging technologies (such as AI and advanced analytics) to personalize and streamline customer interactions, and establish robust governance frameworks for data integrity and security within the CX domain. Ultimately, your leadership will guarantee that our technology foundation is robust, forward-looking, and perfectly positioned to support the delivery of world-class customer experiences at scale.

Your Contribution: Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviours and values you’ll need for success at Logitech.

In this role you will be responsible for:

• CX Strategy & Platform Vision: Define the 3-5 year roadmap for our B2C Service technology.
• Operational Alignment: Bridge the gap between technology and the contact center floor. You will translate high-level business goals (e.g., reducing Average Handle Time, increasing First Contact Resolution) into digital features that make agents' lives easier.
• Backlog & Prioritization: Own and prioritize the capability roadmap, strategically balancing operational excellence with the integration of next-generation CX technologies. You will ensure our stack remains future-proof by evaluating and implementing AI-driven support, intelligent chatbots, and advanced self-service architectures.
• Business Value & ROI: Define and track the business value of your digital investments. You are accountable for proving how technology improves CSAT, NPS, and Operational Efficiency.
• Stakeholder Management: Act as the primary advisor to the Head of Global CX and Operations Directors. You are the "voice of the business" within the Digital Office.
• Partnership: Collaborate relentlessly with your Technology Lead (TL) partner to ensure the strategic vision is translated into a scalable, secure technical solution.

Key Qualifications: For consideration, you must bring the following minimum skills and experiences to our team:

• Strategic Leadership: Proven experience as a Product Manager, Service Delivery Manager, BCO, or Digital Transformation Lead specifically within the Customer Service / Support domain.
• Operational DNA: You have strong business acumen regarding how a Support Center functions. Ideally, you have worked in a Customer Service Center in the past (e.g., as an Operations Manager, Supervisor, or Process Lead) before moving into Digital/Product. You understand the pressure agents face.
• Ecosystem Modernization: Proven track record of leading large-scale digital transformations within a global CX environment. You have experience navigating the complexities of scaling, upgrading, or evolving enterprise-level tech stacks to meet high-growth business demands.
• B2C Scale: Experience working with high-volume, B2C consumer models (Retail, Consumer Electronics, FMCG). You understand the complexity of global warranties, returns (RMA), and technical troubleshooting.

Preferred Qualifications:

• Platform Expertise: Deep knowledge of the Customer Service technology landscape (Zendesk, Salesforce Service Cloud, Oracle Service, ServiceNow).
• AI & Automation: Experience implementing chatbots, AI-assisted agent tools, or knowledge management systems.
• Certified Scrum Product Owner (CSPO) or similar Agile certification.
• Experience with Consumer Electronics support specifically (hardware + software troubleshooting).

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.