The Digital Product Owner is responsible for ensuring current and future digital initiatives are aligned with the overall digital Customer Experience strategy (to create, test and optimize engaging and dynamically personal customer interactions that make customers feel understood and important). This position is to implement digital Customer Experience programs e.g. the BMW NA portion ("My Garage") of the customer self-service platform across BMW Group brands in the US and Canada. This role will be responsible for the implementation of all phases of the strategic use cases in the Market, the measurement of the program against defined success metrics, and identifying strengths and weaknesses of program. This position must be able to adapt to an ever-changing business environment and adjust programs as needed.
Additionally, the Digital Product Owner may influence alignment of the Ultimate Digital Customer Experience cross-divisionally within BMW NA, cross-functionally within all North American business units, and with the headquarters' Customer Ecosystem.
Key Responsibilities:
Leverage a strong understanding of digital consumer trends, competitive experiences, and retail best-in-class experiences to shape the digital CX strategy
Ensure every digital customer touchpoint expresses BMW's brand values Understand the various BMW systems and how they can be used, integrated and supplemented for an optimal customer experience
Work closely with a variety of teams across the organization such as teams within the B-Function, Marketing, Sales, Aftersales, Regions and cross-functionally with other teams within the BMW Group family
Implement internal strategy, processes, requirements, systems, and business cases to support the best end-to-end customer experience journey
Execute the digital roadmap as it pertains to the Customer Experience Strategy for BMW of North America in alignment with all BMW Group U.S. entities and the global headquarters
Build strong relationships with stakeholders to understand priorities, define roadmap/milestones for each use case and collaborate and work with them on programs and actions to implement solutions
Be a consensus builder and change management leader. Present strong arguments to obtain desired goals and results within the culture of Customer First
Promote an environment that challenges the status quo, encourages creativity and taking stakeholders on the journey of delivering leading edge digital experiences
Encourage colleagues to prioritize customer experience program activities that are not part of their normal operational business responsibilities
Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:
Medical, Dental, and Vision insurance
All with options for $0 Employee contribution
401(k) with Company match
Retirement Income Account (RIA)
Employee vehicle program
Bonus eligibility
Paid Parental Leave of up to 6 weeks
Paid Time Off in addition to Company paid holidays where eligible
Hybrid work environment
Voluntary Benefits to fit your needs
The pay range for this role is: $105,213.00 - $123,780.00.
The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.
Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.
At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Qualifications:
Bachelor's Degree
5+ years of product management experience in customer facing operations or strategic project management role with heavy digital focus
Experience working closely with application development teams and software engineers to deliver infrastructure solutions in a collaborative, innovative manner
Experience leading and implementing large scale technology projects, collaborating with multiple teams within the business unit, corporate technology, vendors, and other stakeholders
Demonstrated ability to develop an approach that is constantly evolving to meet customer expectations and needs
Excellent written and verbal presentation/communication skills
Strong logical and requirements gathering skills to support defining and documenting the user experience journey
Preferences:
Experience effectively writing content for consumer facing applications
Experience in innovative technology-based organizations or automotive OEM wholesale/retail. Field experience and understanding of retail environment a plus
Familiarity with agile development tools (Confluence, Jira)
Familiarity with UI/UX tools (Figma)
Strong logical and requirements gathering skills to support defining and documenting the user experience journey
Knowledge of current Customer Experience best practices and trends in and outside of the automotive industry
Familiarity with consumer insights and marketing research and usability methodologies, with the ability to apply quantitative and qualitative approaches to understanding our customers
