The consultant will own one of an organization's customer-facing digital channels and maximize the value it creates for customers, partners, and the organization. Depending on your profile and experience, the consultant will take ownership of either a customer portal for digital services or a developer and machine-to-machine portal. This role combines Product Management and Product Ownership responsibilities.
The consultant will define the product vision and strategy, improve customer journeys, drive adoption, shape the roadmap, lead the product team, and ensure successful delivery together with engineering, platform, and operational teams. The consultant will play a key role in helping the organization build trusted digital channels that simplify customer interactions, accelerate service adoption, and support the energy transition.
The portals provide customers and partners with secure, intuitive, and reliable access to digital services. The consultant is accountable for the success of the product from strategy to execution. The consultant understands customer needs, defines priorities, aligns stakeholders, drives adoption, and ensures that the product continuously delivers value. The consultant will work at the intersection of customer experience, business value, product strategy, technology delivery, and operational excellence.
Success will be measured by growing adoption of the portals, improved customer satisfaction, reduced customer friction, faster onboarding and integration of new services, strong stakeholder alignment, reliable, secure, and scalable digital services, and a product roadmap that consistently delivers measurable customer and business value.
What you will do. Shape Product Strategy and Vision:
- Define and communicate the product vision, strategy, and roadmap.
- Translate customer needs, business objectives, and company priorities into clear product outcomes.
- Position the portals as strategic digital channels within the organization.
- Drive product adoption and customer value creation.
- Create alignment among stakeholders regarding priorities, roadmap decisions, and product trade-offs.
Improve Customer Experience:
- Own and continuously improve the end-to-end customer journey.
- Understand customer segments, market roles, and user needs.
- Identify pain points and translate them into product improvements.
- Promote a consistent, intuitive, and reliable experience across all services integrated into the portals.
- Leverage customer feedback, usage data, and product insights to steer decisions.
Enable Product Delivery and Scale:
- Lead the product team and create clarity on product goals, priorities, expected outcomes, and delivery focus.
- Own, maintain, and continuously prioritize the product backlog, balancing customer value, business impact, urgency, dependencies, technical feasibility, and operational risk.
- Ensure backlog items, user stories, acceptance criteria, and non-functional requirements are sufficiently clear and ready for development.
- Accept completed work and use demonstrations, testing, stakeholder feedback, and product data to adjust backlog priorities.
- Work closely with engineering, architecture, security, infrastructure, and platform teams.
- Enable product teams to integrate services faster through standards, governance, and reusable capabilities.
- Remove friction and reduce onboarding lead time for products and services.
- Ensure the portals remain scalable, maintainable, and ready for future growth.
Drive Product Performance:
- Define and monitor KPIs related to adoption, usage, service quality, and customer satisfaction.
- Use Digital Insights and analytics to identify opportunities and guide investments.
- Measure product outcomes and communicate progress to stakeholders.
- Continuously improve the value delivered to customers and the business.
Ensure Operational Excellence:
- Define and follow up service expectations, reliability, and performance indicators.
- Collaborate with operational teams to ensure availability, monitoring, and support readiness.
- Contribute to incident management and continuous improvement activities.
- Balance customer value, delivery speed, security, and operational sustainability.
Profile
Experience:
- Master's degree or equivalent through experience.
- 5+ years of experience in Product Management, Product Ownership, Digital Platforms, or Customer Portals.
- Good level of Dutch and/or French and English is required.
- Proven experience defining product vision, roadmap, and measurable outcomes.
- Experience leading a cross-functional product team in an Agile environment and taking accountability for backlog prioritization and delivery outcomes.
- Experience in customer-facing digital products, portals, platforms, or service integration environments.
- Experience in energy, infrastructure, or other complex B2B environments is an asset.
Skills:
- Strong stakeholder management and influencing capabilities.
- Customer-centric mindset with strong product judgment.
- Ability to translate customer needs into strategic priorities, a development-ready backlog, and clear delivery plans.
- Strong communication skills across business and technology audiences.
- Analytical and data-driven approach to decision-making.
- Ability to navigate ambiguity and create clarity.
- Comfortable discussing technology, integrations, digital platforms, and delivery risks with technical teams.
Mindset:
- Customer-focused and outcome-driven.
- Curious and eager to learn.
- Pragmatic and hands-on.
- Strong product-team leader, collaborator, and relationship builder.
- Comfortable making difficult decisions and driving alignment.
- Able to combine strategic thinking with operational discipline.
Additional Assets for Customer Portals:
- Customer portals
- UX and customer journey design
- Identity and access management
- User onboarding and account management
- Customer-facing digital products
Additional Assets for Developer and Machine-to-Machine Portals:
- APIs and integrations
- Developer portals
- Machine-to-machine communication
- Data exchange platforms
- SLA-driven digital services
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