Costumer Journeys Expert

About the role

ENGIE is a global leader in energy and low-carbon services, placing sustainability at the core of its activities—electricity, natural gas, energy efficiency, and related services—to tackle the challenges of the energy transition toward a low-carbon economy. We are looking for a Customer Journey Product Owner to join our Global Business Unit One B2C, within the Marketing & Customer Service area at our Milan office.

Responsibilities

• Design and create end-to-end customer journeys, introducing innovation and AI-driven solutions using Salesforce tools.
• Manage the backlog: gather insights from data and feedback, translate them into user stories, and prioritize 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).
• Coordinate with key internal functions (Marketing, Sales, Customer Care, Operations, Digital, IT, Legal, Compliance) and external development teams to ensure effective design, development, and release.
• Monitor performance and drive continuous improvement: measure KPIs and journey outcomes, promote A/B testing and data-driven optimizations, fostering a customer-centric culture.

Requirements

• Leadership and results orientation: ability to independently manage analysis, design, and execution, ensuring the achievement of B2C objectives and KPIs.
• Experience in customer lifecycle management and campaign orchestration, with a focus on optimizing the client journey and coordinating omnichannel campaigns.
• Advanced proficiency in Agile tools (Jira, Confluence, Miro) and methodologies, with a strong background in MVP approaches.
• Digital innovation and AI: ability to apply digital trends, AI, and Agentic AI to enhance customer experience through insights and data.
• Collaborative spirit and strong qualifications: excellent communication and relational skills in international contexts, supported by a degree in economics, communication, or a related field, B2+ English, and at least 5 years of experience in digital marketing, customer journey, campaign management, or service design.

Benefits

• Opportunity to contribute to the energy transition and make a tangible impact on sustainability.
• Career growth within a multinational group, with possibilities across over 30 countries.
• Inclusive and diverse work environment, recognized by ISO 30415:2021 and UNI PDR 125:2022 certifications, and ranked as a leader in diversity & inclusion by Il Sole24Ore for 2025.
• Commitment to social responsibility, combining economic performance with positive impact on 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.

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