In this role you shape the 3–5 year CX technology roadmap and ensure scalable, secure, and future‑proof systems for Logitech’s global consumer support. You’ll partner with Global CX and the Digital Office to translate business goals into digital capabilities, optimize self-service and agent tools, and drive AI-enabled personalisation across omnichannel interactions. You will lead cross‑functional alignment, governance, and modernization efforts to deliver world‑class customer experiences at scale. This is a strategic, impact‑driven role at the intersection of business and technology.
Pay / Benefits
hybrid work model
remote work options
flexible benefits
wellbeing support
care for yourself and loved ones
competitive benefits package
Responsibilities
Define and own the 3–5 year roadmap for the B2C Service technology
Bridge technology strategy with the contact center operations and translate business goals into digital features
Own backlog and prioritization to balance operational excellence with next‑gen CX tech
Define and track business value and ROI for CX investments (CSAT, NPS, operational efficiency)
Manage stakeholder relationships as the primary advisor to Head of Global CX and Operations Directors
Collaborate with Technology Lead to translate vision into scalable, secure solutions
Champion AI, intelligent chatbots, and advanced self-service architectures
Establish governance for data integrity and security within CX
Guide modernization and integration of disparate CX systems to support growth
Key requirements
Strategic leadership in Customer Service / Support domains (PM, SDM, BCO, or Digital Transformation Lead)
Experience with high‑volume, global CX environments and B2C models
Proven track record of large‑scale digital transformations and ecosystem modernization
Understanding of CX metrics and operational drivers (AT and FCR, CSAT, NPS)
Collaboration and stakeholder management
Strategic thinking with a hands‑on execution approach
Customer‑centric mindset and ability to translate business goals into digital outcomes
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