Product Owner / Lead Digital Channels KCC

• A salary between € 4,206.- and € 6,008.- gross per month (based on 40 hours), matching your experience and impact;

• A Benefit Budget of 15.17% on top of your salary, including 8% holiday allowance and the value of 7 extra non-statutory holiday days - freely spendable on extra income, leave, or other employment conditions that suit you. Think, for example, of the tax-efficient repayment of your student debt, investing in making your home more sustainable, or working on your vitality;

• An annual bonus of up to 3% of your annual salary, linked to your individual performance;

• 20 vacation days per year, with the flexibility to purchase extra days via your benefit budget;

• A good pension pot for later. Together, we invest in your future and that of your loved ones: DELTA Fiber covers the largest part of the premium (18.97% vs. 8.13%), so that with a small personal contribution, you build towards the future without worry, including partner pension and protection in case of disability;

• Opportunities for working from home with room to organize your work week flexibly (in consultation with your manager);

• Unlimited access to training and education via our own DELTA Fiber Academy;

• Room to develop yourself and grow within the organization.

Do you want to build the future of digital customer contact? And do you get energy from combining technology, AI, data, and leadership to help customers increasingly smarter, faster, and more personally? Then this is your chance to play a key role in the digital development of DELTA Fiber.

Within our Customer Contact Center (KCC), we work continuously to improve the customer experience and increase digital self-service capabilities. As Product Owner - Lead Digital Channels, you are responsible for the daily operations, performance, and further optimization of our digital customer contact channels. Think of our website, Speech IVR, Genesys Cloud, and our agentic AI chatbot. You ensure that these channels function optimally, connect well with each other, and that customers can solve their questions independently more and more often.

You lead a team of specialists in the fields of conversational design and performance analysis. Together, you translate customer insights, data, and technological developments into concrete improvements. You determine the priorities within the operational roadmap, monitor quality, and drive results such as customer satisfaction, successful self-service, autonomous AI handling, and cost-to-serve. In doing so, you work closely with the KCC operation, other Product Owners, IT, Data & Analytics, and external suppliers. In this way, you make our Digital First strategy a little more concrete every day.

Your responsibilities include, among others

• You lead specialists in conversational design and performance analysis, stimulate ownership, and ensure the further development of the team.

• You monitor the daily operation, quality, and performance of, among others, Speech IVR, Genesys Cloud, the website, and AI-driven customer contact solutions.

• You identify opportunities to deploy our agentic AI chatbot, Agent Assist, and other AI solutions more smartly and effectively for customers and employees.

• You analyze customer behavior, channel performance, and KPIs, and translate these insights into concrete improvements in digital customer journeys, self-service, and autonomous customer handling.

• You set priorities within the Run roadmap and improvement backlog, develop functional requirements, and ensure good implementation and handover of new functionalities.

• You align improvement initiatives with stakeholders, coordinate operational incidents and escalations, and advise management on performance, developments, and innovation opportunities.

You are an analytically strong and result-oriented professional who understands how technology, customer experience, and operational performance reinforce each other. You look beyond just the technology and know what is needed to actually let digital solutions add value. You recognize patterns in data, set the right priorities, and translate complex issues into practical improvements that make a noticeable difference for both customers and colleagues.

Additionally, you are a connecting leader who knows how to bring people along in change. You provide direction, stimulate collaboration, and create an environment in which specialists can optimally utilize their expertise. You switch easily between strategy and operations, dare to make decisions, and know how to bring different interests together. With your curiosity about AI and digital innovation, you constantly search for possibilities to organize customer contact smarter, more personally, and more efficiently.

At DELTA Fiber, we are building the digital infrastructure of the Netherlands - and that comes with employment conditions that are just as strong and future-oriented as our network. This means everything is well-arranged for now and for later. Therefore, you can count on us for, among other things: