Customer Experience Manager

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Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match. 
 Are you a hands-on, strategic colleague who thrives on working with customer experience management? Do you excel at translating strategies into impactful, real-world execution? If so, Volvo Trucks has an exciting opportunity for you!
 We are seeking an experienced and dynamic Customer Experience Manager to drive the customer experience strategy and lead initiatives that drive customer loyalty and engagement.  
 This role supports Volvo Trucks Europe and International Sales Areas and is ideal for a dynamic individual who can balance high-level strategic vision with hands-on execution. 
Your mission will be to:
* Communicate and implement the customer experience strategy throughout the organization, with a focus on creating content, insight and KPI measurements.
* Foster a customer-centric culture across the organization and markets networks to deliver on our premium customer experience ambition. 
* Develop training content and paths to equip the organization and market network with the competence, tools and processes to achieve the customer experience strategy and roadmap.
* Engage in change management by collaborating with key stakeholders across departments and regions to align objectives, expectations, and deliverables.
* Drive implementation of the customer experience strategy and roll out roadmap, including the technology, data, and analytics necessary for a holistic customer view to meet current and future needs.
* Continuously monitor and optimize customer experience KPIs, customer sentiment, and success metrics.
* Collaborate closely with cross-functional teams and markets to act on analytics and deliver on the roadmap.
* Align with colleagues across the Volvo Group to ensure a collaborative approach to customer experience management, customer personas and journey mapping across-business activities.

 You will be a member of an engaged Customer Experience Team reporting to the Customer Experience Director. working in close cooperation with the Volvo Group Customer Experience Community and as the European and International Sales Areas to develop, execute and evaluate impactful CX strategies, plans and tactics.


Responsibilities

* Develop and execute on the customer experience strategy aligned with organizational goals.
* Lead customer journey mapping initiatives to identify pain points and opportunities for improvement.
* Drive data analysis and insights to continuously refine customer experience approaches.
* Oversee training programs to empower employees and network members with CX tools and knowledge.
* Collaborate with stakeholders to integrate customer experience practices into marketing, operations, IT, and customer service functions.
* Champion change management efforts to align teams and processes with the strategy and roadmap.
* Monitor and evaluate customer experience metrics, reporting progress to key stakeholders.
* Stay informed on trends, emerging technologies and capabilities to develop the way of working with customer experience.


What we are looking for

* Relevant experience: A bachelor’s degree in a related field and proven expertise in customer experience management. 
* 5+ years of relevant experience in leading customer experience initiatives, preferably within a large multinational organization.
* A strategic and hands-on capacity: Seamlessly shift between long-term strategies and tactical execution. 
* Excellent communication skills: Fluent in English, confident in creating content with a talent for working with a collaborative mindset.
* Analytical mindset: Utilize data-driven decision making and have the ability to translate insights into action.
* Background: Proficient in customer research and analytics techniques, customer strategy, process improvement, and customer journey design.
* Change management: Experience in implementing projects and coordinating across multiple markets, functions and cultures.
* Technology: Familiarity with experience management platforms such as Medallia or Qualtrics is a plus. 

 Volvo Trucks are working to establish teams that will take maximum advantage of the strengths inherent in differences in knowledge, experience, age, gender and nationality, etc. We find that well balanced working teams increase group dynamics, creativity and innovative approaches to solution.
Are you recognizing yourself in our description? Please send in your application and take the next step in your career with us!
Curious and want to know more? Please contact me!
Kristin Signert, Customer Experience Director, +46 739029174.
Last application date: February 9, 2025.


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