Senior Digital Product Owner

IN SHORT

As a member of the product team in Zurich, you will be responsible for the digital customer journey of the FELFEL end customer as as well as the B2B customer journey. You’ll take ownership of all customer-facing applications, including the FELFEL and Gavetti POS systems, the FELFEL app, as well as our online portal and cockpit at my.felfel. Your mission? To create a smooth customer journey that drives engagement, revenue and interest in our products.

YOUR RESPONSIBILITIES

• Ownership of the Customer Journey: You have full control & visibility of the journey at all times through technical tools and journey mapping.
• Measure & Act on Critical Customer Journey Points: You are aware of the key metrics of our customer journey (click rates, open rates, time to reset password, etc.) - you measure them, review them and constantly optimise them to increase user numbers, engagement and revenue. You will remove current barriers that prevent people from consuming at FELFEL.
• Launch loyalty program: You are part of the design of the loyalty programme, a big project in 2025, and project manager to bring it to life together with the technology and the branding team.
• Create bulletproof analysis: You will create analysis by working with the available data, as well as through personal interviews and live product testing with customers (they speak English, German or French).
• Use state-of-the-art technology: You know the latest technologies used for a smooth customer journey and how to brief the technology team for implementation.
• Project Management: You will collaborate with the Tech team's internal creative team to implement adjustments and new solutions.
• Testing new features: You will test new features with test customers, interviewing, observing, testing, etc.
• Writing technical instructions: You will structure software requirements down to the level of granularity, ensuring that they are actionable for development and account for edge cases.
• Internal communication: Work closely with internal teams to align on communication of new services and features.

YOUR KPIs

• Key metrics of the customer journey: Number of users, number of visits, basket size, click-through rates, etc.

YOUR PROFILE

• 6 years experience as a digital customer journey specialist/creator
• Basic programming and computer language skills
• Project management skills: you will be the one to drive projects and new features, working closely with the technology team.
• Technical project management skills: You know how to provide input to front-end and back-end engineers to develop features.
• Data analysis skills
• Great communication skills
• You speak English and German, French would be a plus
• Empathetic character: You need to be willing to put yourself in the customer's shoes a lot. 
• Sense of humour: Humour is a core value at FELFEL - and as you will have exposure to our customers, of course you need to own that too. ;) 
• Fast learner: We like to learn new things, fail fast and explore new territories - so do you.
• Non-smoker: You don’t smell like cigarettes and don’t smoke during the day; after all, FELFEL is about healthy living.
• EU/EFTA or Swiss work permit

OUR BENEFITS

• Lots of delicious food, just a few steps away from your desk - we make your gastronomic dreams come true
• Best Barista-style coffee and tea for the whole team, thanks to our innovative Gavetti coffee machine
• 5 weeks holiday per year, as well as two full weeks of ‘work from anywhere’ per year to bring more variety to your work day
• We encourage our employees to use public transport by covering your half-fare travel card
• New parents get 16 or 3 weeks, respectively, of fully paid parental leave. We also support the return to work by making a generous financial contribution to childcare until the child reaches kindergarten age.
• Great team events, such as our well-known FELFEL Summer Outing

If this sounds like the right job for you, APPLY NOW – we are looking forward to hearing from you! Ideally, your application includes a short video (1-2 minutes) explaining why you're the perfect fit for this role or a written answer to: "What is the best loyalty program you've encountered, and what are its key customer features?"

MORE ABOUT US

FELFEL is all about good food and coffee in the workplace: we help Swiss employers become masters at Hospitality.

With our smart fridge ‘FELFEL’ and delicious barista coffee ‘Gavetti’, we enable companies to provide their employees with first-class, ultra-fresh food and drinks throughout the day. Whether hearty and traditional, modern and vegan or high in protein - our weekly changing menu ensures that all employees always have something to be excited about ;).

FELFEL is a family business that was founded in 2013. Today, we take care of around 1000 locations in Switzerland, and have 150 employees across our offices in Lausanne, Zurich and New York.

www.felfel.ch

Start: Upon agreement

Workload: 100%

Location: Zurich Wiedikon