Product & Process Owner Customer Success & AI Automation 80-100%

Product & Process Owner Customer Success & AI Automation (m/f) 80-100% The NZZ is among the most significant private media companies in Switzerland. We focus on high-quality, independent journalism and represent a liberal worldview. With our products, we provide our users with orientation and inspiration on a daily basis. In addition to the two flagships «Neue 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% To strengthen the «Customer Journey und Process Transformation» team, we are creating a new position as an architect and driver of our modern omnichannel service architecture. According to our "AI-First" strategy, this role designs and optimizes processes and systems so that AI agents and human employees in Customer Success work together seamlessly and highly efficiently. Through the close interconnection of business requirements, process excellence, and technological implementation (via project management), the position ensures that we achieve an optimal balance between operational efficiency and first-class Customer Experience. In doing so, the role makes a central contribution to the future viability and scalability of NZZ's Customer Success. Your Tasks Development, further development, and implementation of the product and process vision for the «Future Service Desk»; proactive contribution 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, E-mail, Chat) as well as active management of the Product Backlog (weighing CX vs. efficiency) Conception and further development of a true, channel-independent service architecture. Ensuring that customer concerns can be resolved consistently, without media breaks, and fully or partially automated from the Service Desk across every channel (Chat, Telephone, Mail, ..) Conception and implementation of AI-supported service processes with a focus on smooth handovers between AI agents and human employees Systematic analysis, visualization, and documentation of service processes and support journeys. Remediation of process breaks in customer service; operational control based on the «Service KPI-Tree» Agile collaboration & project management Change & Stakeholder Management Your Profile University degree (Uni/FH) in Business Informatics, Digital Business, Business Administration, or comparable qualifications and experience Methodological knowledge in Requirements Engineering, Backlog Management, as well as in 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, E-mail, 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 a service context Strong analytical competence and a 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 individual responsibility and cross-departmental cooperation A working environment that leaves room for innovative ideas and knowledge exchange Diverse continuing education opportunities A great working environment: We support the compatibility of professional and private life. Flexible working hours and a certain part 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 jpid3954070jm jit0834jm jiy26jm