Product Owner - Customer Portal

Description

World Courier moves time-critical pharma shipments worldwide, and the customer portal is the place where customers experience that service.

The product reshapes how customers work with the company, and the role carries high visibility and full product accountability.

You will lead the development of a live global platform into an AI-enabled, multi-market digital experience.

Customers currently place orders, track shipments and access logistics information through the portal, while many interactions still happen by email and phone.

The company is part of the company, whose stated purpose is creating healthier futures.

Responsibilities

• Own the vision, backlog and outcomes of the customer portal products, working with the business Product Manager and the Product Group Manager.
• Lead a multidisciplinary agile squad of business analysts, engineers, designers and QA, setting direction and prioritising work by customer and business value.
• Keep delivery continuous.
• Take the live global portal into new markets and channels, and into a redesigned user experience.
• Find and deliver practical AI use cases that improve customer experience and efficiency, applying responsible AI principles in a regulated industry.
• Work with peer Product Owners and integration teams to deliver smooth end-to-end customer journeys.
• Move customers from email and phone toward a self-service experience that is intuitive and scalable across regions.
• Success is measured by customer satisfaction (NPS) and by the shift from manual to self-service interactions, along with successful launches of new markets, channels and capabilities, visible AI-driven gains, and steady value delivery with stakeholder alignment.

Requirements

• 8+ years in product ownership or management, with a strong record in agile environments.
• Experience leading cross-functional squads without formal line management.
• Proven delivery of customer-facing digital products such as portals or web and mobile applications.
• Hands-on experience shaping or delivering AI-enabled features and turning new capabilities into practical results.
• Strong stakeholder management across executives, business and technology teams in a global, matrixed organisation.
• Comfortable working across cultures and time zones.
• Experience in regulated industries such as healthcare, pharma or logistics is highly desirable.
• Agile or product certifications such as CSPO or SAFe PO are a plus.
• English at C1 level or higher, written and spoken. Other languages are a plus.

Conditions

Full-time role.

Hybrid working, based in Madrid or London.

Benefit offerings outside the US vary by country and follow local market practice. Eligibility and effective dates may differ for some benefits and for team members covered by collective bargaining agreements.

Affiliated company: World Courier Management Ltd.

Benefits

• Own a flagship, high-visibility product with real decision-making authority.
• Help shape the next generation of the customer digital experience, including AI.
• Work internationally with global teams and gain exposure to senior leadership.
• Join a re-imagined, product-led IT function that is driving digital transformation.
• Competitive compensation.
• Contribute to a purpose-driven business that delivers essential pharma logistics.