Customer Service Director

LähiTapiola; Helsinki; On-site; EUR 90,000 - 130,000; Full time

Job summary

LähiTapiola is seeking a senior leader to head its Customer Center in the Helsinki Metropolitan Area. The role will drive customer service transformation, oversee service managers, and ensure high quality, efficient operations and an exceptional customer experience.

You will develop operations using data, technology and customer insight, while supporting staff wellbeing and engagement. The ideal candidate has experience leading service organizations, B2C personal customer business, and

Qualifications

• Experience leading a service organization or contact center.
• Experience in B2C personal customer business.
• Experience developing digital customer service.
• Experience delivering strategic change projects.
• University degree.

Responsibilities

• Lead and transform the customer center operations.
• Ensure service quality, efficiency, and customer experience.
• Develop operations through data, technology, and customer insight.
• Support service managers and participate in leadership activities.
• Contribute to implementing the company’s new strategy.

Skills

Leadership

Cross-functional collaboration

Customer service operations

People management

Education

University degree

Job description

Lead LähiTapiola’s Customer Center in the Helsinki Metropolitan Area and drive customer service transformation for future needs. The role oversees customer service as a whole, leads and supports service managers, ensures service quality, efficiency, results, and customer experience, and develops operations through data, technology and customer insight. Responsible for staff competence, engagement and wellbeing, and implements the company’s new strategy in the Customer Center. Participates in developing personal customer business as part of the leadership team. The position requires strong people and operations leadership, cross-organizational collaboration, and a systematic approach to day-to-day performance. A willingness to modernize operations and grow with change is valued. Ideal candidates have experience in targeted leadership of a service organization, contact center or customer service operations, personal customer business (B2C), development of digital customer service, and execution of strategic change projects. A university degree is expected.

• Experience leading a service organization or contact center
• Experience in B2C personal customer business
• Experience developing digital customer service
• Experience delivering strategic change projects
• University degree