IT Customer Experience Product Specialist

• *Company Description** **Bosch Global Software Technologies Private Limited** is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end\-to\-end Engineering, IT and Business Solutions. With over 27,000\+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

• *Job Description**

As an IT Customer Experience Product Specialist, you will act as a bridge between technology and user needs. You will map customer journeys, analyze feedback, optimize digital touchpoints to improve satisfaction, filter customer issues, and collaborate closely with cross\-functional teams (Sales, Service, Marketing teams) to build seamless, intuitive, and highly engaging IT products and solutions.

• *Key Responsibilities**

• Customer Journey Optimization: Map and evaluate the end\-to\-end user journey to identify pain points and areas for improvement.
• Feedback Analysis: Analyze user feedback, support tickets, and NPS (Net Promoter Score) data to spot trends and prioritize product fixes.
• Cross\-Functional Collaboration: Act as the liaison between the customer\-facing teams and the product teams. Filter feature requests and bugs, ensuring developers focus on critical enhancements.
• Product Education: Create and maintain product guides, help center articles, and internal training materials to empower users and support teams.
• User Testing \& Experimentation: Participate in user testing, A/B testing, and gather qualitative insights to inform future product roadmaps.
• Metric Tracking: Monitor key CX and product metrics, providing regular reports to stakeholders to measure product success

• *Qualifications \& Skills**

• Education: M.B.A. (Sales \& Marketing/Operations/IT/Analytics), B.E./B. Tech. (Computer Science, IT)
• Experience: 2–5 years of experience in product management, customer success, UX design, or technical support, specifically within the IT or SaaS industry
• Analytical Prowess: Proficiency in data analytics and customer journey mapping.
• Technical Acumen: Familiarity with software development life cycles (SDLC), Agile methodologies, and basic troubleshooting.
• CX Tooling: Familiarity with CRM and ticketing systems (e.g. SAP, Microsoft, Salesforce).
• Communication: Exceptional verbal and written communication skills; the ability to explain complex technical concepts simply.
• Empathy: A deep understanding of user behavior and a passion for advocating for the customer.
• Proficiency in Microsoft Tools: MS Excel, PowerPoint, Power BI, Outlook, Word etc. with GenAI addons.

• *Qualifications** **Educational qualification:**

M.B.A. (Sales \& Marketing/Operations/IT/Analytics), B.E./B. Tech. (Computer Science, IT)