IT Customer Experience Product Specialist

About the role

As an IT Customer Experience Product Specialist at Bosch, you will act as a bridge between technology and user needs. You will map customer journeys, analyse feedback, and optimise digital touchpoints to improve satisfaction while collaborating with sales, service and marketing teams.

Key responsibilities

• Map and evaluate end‑to‑end user journeys to identify pain points and improvement areas.
• Analyse user feedback, support tickets and NPS data to spot trends and prioritise product fixes.
• Serve as liaison between customer‑facing teams and product teams, filtering feature requests and bugs.
• Create and maintain product guides, help‑center articles and internal training materials.
• Participate in user testing, A/B testing and gather qualitative insights for product roadmaps.
• Monitor CX and product metrics, providing regular reports to stakeholders.

Required profile

• M.B.A. (Sales & Marketing/Operations/IT/Analytics) or B.E./B.Tech. in Computer Science/IT.
• 2–5 years of experience in product management, customer success, UX design or technical support within IT or SaaS.
• Strong analytical abilities and empathy for users.

Required skills

• Microsoft Excel
• PowerPoint
• Power BI
• Outlook
• Word
• SAP
• Microsoft (CRM)
• Salesforce
• Data analytics
• Customer journey mapping
• Software Development Life Cycle (SDLC)
• Agile methodologies
• CRM and ticketing systems