Costumer Journeys Expert

About the role

We are looking for a Customer Journey Product Owner to join our team at the Milan office within the Global Business Unit One B2C, in the Marketing & Customer Service area. As the Product Owner, you will drive the customer journey in an agile environment, ensuring a seamless and consistent experience across all touchpoints.

Responsibilities

• Design and create end-to-end customer journeys, integrating innovation and AI solutions using Salesforce tools.
• Manage the backlog by gathering insights from data and feedback, translating them into user stories, and prioritizing based on customer value, business impact, and feasibility.
• Define the evolution of journeys and functionalities, coordinating epics, dependencies, and releases using Agile methodologies (Scrum/Kanban).
• Collaborate with key company functions (Marketing, Sales, Customer Care, Operations, Digital, IT, Legal, Compliance) and external development teams to ensure effective design, development, and release.
• Monitor performance and KPIs of customer journeys, promote A/B testing and data-driven optimizations, and foster a customer-centric culture.

Requirements

• Leadership and results-driven mindset, with the ability to independently manage analysis, design, and execution to meet B2C objectives and KPIs.
• Experience in managing and optimizing the customer lifecycle and orchestrating omnichannel campaigns.
• Advanced proficiency in Agile tools such as Jira, Confluence, and Miro, with solid experience in Agile methodologies and an MVP approach.
• Strong orientation toward digital innovation, with the ability to apply AI, Agentic AI, and data insights to enhance customer experience.
• Excellent communication and relational skills in international contexts, supported by a degree in economics, communication, or a related field.
• At least 5 years of experience in digital marketing, customer journey, campaign management, or service design.
• English proficiency at B2 level or higher.

Benefits

• Opportunity to contribute to the energy transition and make a meaningful impact on sustainability.
• Career growth in a multinational group with opportunities across over 30 countries.
• Commitment to diversity and inclusion, recognized by certifications such as ISO 30415:2021 and UNI PDR 125:2022, and ranked as a leader in diversity & inclusion by Il Sole24Ore for 2025.
• A collaborative and inclusive work environment focused on positive impact for people and the planet.

Pay

The annual gross salary (RAL) for this role ranges from €41,600 to €53,800, depending on experience and seniority level.

Unit: Supply & Energy Management
Division: One B2C - Italy
Legal Entity: ENGIE ITALIA S.P.A