Digital Owner Customer Care Innovation & CTI platform

Want to join our exciting journey? 
Volvo Cars is on a mission to provide freedom to move in a personal, sustainable and safe way. In a rapidly changing automotive industry, we are pushing boundaries and re-inventing traditional models of car-ownership – creating attractive mobility solutions for tomorrow.

Who we are
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in!
Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey!
Besides running operations, Customer Care designs how and what our Customer Care Centres operate for each partner. We secure capabilities needed and develop processes and services to realize a premium and branded customer support for our partners. We operate in EMEA, Americas and China with the ambition to launch further markets in all regions. And to strengthen the Consumer Relations Development team, we are recruiting a Digital Owner Customer Care Innovation and CTI* platform where you will have the responsibility for the CTI Platform and secure that we have an efficient and robust operation in place, setting the processes and technical solutions with a true sense of ownership. You will also be responsible to drive innovation for Customer Care.
(*CTI - Computer Telephony Integration)

What You Will Do
* Be responsible that we have an efficient and optimized CTI platform in place for our operations to manage the relationship with the consumers
* Be the Subject Matter Expert, define and develop a strategic framework and road map for the CTI area
* Drive tech innovation for Customer Care to explore new solutions for our operation
* Define technical needs in alignment with internal and external stakeholders; Continuously follow up with our Customer Care Centers to evaluate current solutions and way of working and define needs for improvement.
* Aligning technical requirements and processes across Customer Care Centers to build global, joint processes

* Support implementation of new market roll outs and secure that efficient technical solutions get implemented
* Work in close collaboration with our business owners, with our operation and our digital organization to drive continuous improvement of the tech area
* Be a close speaking partner with our Digital organization an active part in multiple cross functional strategic work streams and forums and represent Customer Care 

You And Your Skills
You are curios on trends and new technology and have strong drive to develop the future CTI platform to deliver world class customer experience. Being motivated by working in a fast-paced, dynamic team with the ability to adapt, manage and meet deadlines, where you can provide objective analytical insights into business and technical challenges in a systematic and process-oriented way of working. Having a strategic mindset combined with a can-do mentality is key for the role.
You are able to convey the business and consumer perspective to the digital team regarding technical features, assuring our perspectives are understood and empathized with. You sense and understand issues and effect resolutions across numerous areas of responsibility and can summarize new concepts quickly. You have a high level of fluent communication in English (verbal and written), with the ability to present confidently to stakeholders at different levels and adapt appropriately for any audience.
To succeed in this role, you have a strong digital background from working with digital development within operations for a minimum of 5 years. Having very good understanding of consumer digital products and services as well as agile working methods is important. Preferably having a degree within IT or Engineering and with a strong business acumen and system knowledge (CTI) you are well set for the role.

How To Learn More And Apply
If you have any questions regarding the position you are welcome to contact Head of Consumer Relations Development Niclas Medin at: niclas.medin@volvocars.com and for questions regarding the recruitment process, please contact Senior Recruiter Monica Willeborg at monica.willeborg@volvocars.com
We want your application at the latest February 1st, 2022
Please note that applications via email will not be accepted due to GDPR.