Manager, CX Development

Metso; Tampere; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working possibilities

Wellbeing benefits

Education assistance

Mentoring programs

Internal mobility

On-site gym

Job summary

Metso seeks a Customer Experience Development Manager in Finland to lead global processes turning customer feedback into strategic actions and measurable improvements. You will collaborate across regions to strengthen Metso’s customer-focused culture and drive outcomes through data-driven insights.

You will report to the Director, Customer Loyalty, working from Espoo or Tampere with a strong emphasis on governance, AI-enabled practices, and continuous improvement.

Qualifications

• Experience driving business impact from customer data and insights in a global environment.
• Strong stakeholder management and facilitation skills to influence across the organization.
• Ability to translate complex information into clear narratives and actionable recommendations.
• Proven change management capabilities and customer-centric development.
• Strategic mindset with pragmatic execution.
• Proficiency in MS Office and data reporting tools.

Responsibilities

• Own and develop global processes supporting customer-centric decision-making and action planning.
• Translate customer feedback and business data into prioritized improvement initiatives with measurable outcomes.
• Act as a customer experience thought leader, aligning stakeholders around customer-centric priorities.
• Present insights and recommendations to senior leaders.
• Promote customer-centric ways of working through storytelling and change management.
• Contribute to customer journey development and identify pain points to improve value.
• Support evolution of measurement framework, action planning, and AI-enabled practices.

Skills

Stakeholder management

Facilitation

Change management

Strategic thinking

Analytical skills

Communication

English proficiency

Collaboration across functions

Attention to detail

MS Office tools

Education

Master’s or bachelor’s degree in business or related field

Tools

Power BI

Salesforce / Dynamics

Jira

Marketing Cloud

API knowledge

Job description

Our world depends on rocks, minerals, metals and other raw materials – the building blocks of modern society. As an industry leader, Metso helps transform these essential materials to enable sustainable modern life.

Our solutions and services support everything from renewable energy and electrification to the infrastructure and digital economy shaping our future. Together, we help our customers meet growing demand while driving the industry toward a more sustainable use of the earth’s natural resources.

Join nearly 18,000 Metsonites worldwide, each bringing unique expertise and experience to positive change. At Metso, you’re supported by a growth culture built on safety, wellbeing, inclusion and collaboration.

This is your opportunity to make an impact and rise above the possible.

Job posting end date: 09/06/2026

We are restructuring our global Customer Loyalty team and are looking for a passionate Customer Experience Development Manager to join us.

In this role, you will lead global processes that help Metso systematically use customer feedback and data to drive customer-centric decisions and measurable business improvements. In collaboration with stakeholders across the organization, you will drive a deeper understanding of customer needs, identify opportunities to enhance the customer experience, and coach the organization to act on customer feedback in a consistent and impactful way. Your work will play a key role in strengthening Metso's customer-focused culture and supporting our strategic objectives.

You will report to the Director, Customer Loyalty. The position is located in Espoo or Tampere, Finland.

Team you belong to

You will join a team of CX professionals dedicated to measuring customer experience and leading the use of data to drive meaningful improvements and customer-led decisions across Metso. We collaborate closely with a large network of internal stakeholders from businesses and regions.

Our team develops tools, measurement processes, data availability and usage, as well as internal competence related to customer experience. We also drive actions based on collected insights to enable strategic and tactical use of customer insights in Metso organization.

Team members responsible for technical tools, measurement, reporting and analytics will support you in succeeding in the role.

What You’ll Do

• Own and develop the global processes that support customer-centric decision-making and action planning aligned with Metso strategy
• Drive the translation of customer feedback and business data into prioritized improvement initiatives and measurable business outcomes.
• Serve as a customer experience thought leader, influencing stakeholders and driving alignment around customer-centric priorities across the organization.
• Present insights and recommendations to senior stakeholders
• Promote customer-centric ways of working through storytelling, communication, and change management.
• Contribute to customer journey development, identifying pain points and opportunities to improve customer value.
• Support the continuous evolution of customer experience measurement framework, action planning, and AI-enabled ways of working.

Who You Are

• You have a strong track record of driving business impact based on customer data and insights in a global environment.
• You possess strong stakeholder management and facilitation skills, with the ability to influence stakeholders and drive change without direct authority.
• You can translate complex information into clear narratives and actionable recommendations.
• You demonstrate proven change management capabilities and a passion for customer-centric development.
• You have a strategic mindset combined with a pragmatic approach to execution.
• You have strong analytical, communication, and presentation skills, including the ability to leverage Microsoft Office tools and reporting platforms such as Power BI.
• You thrive in a fast-paced, dynamic environment, can navigate ambiguity, and create clarity where needed.
• You have a collaborative mindset and experience working across functions and geographies
• You have strong attention to detail, organizational skills, and analytical capabilities
• You have excellent written and spoken English skills
• Master’s or bachelor’s degree in business or related field

Considered as advantage

Experience with customer survey tools (e.g. Qualtrics, Medallia), CRM systems (e.g. Salesforce, Dynamics), Jira, PowerBI, Marketing Cloud and using AI for business decision-making

Experience working in IT development and SAFE practices, basic understanding of API architecture

What's In It For You

• An inspiring purpose - Enabling sustainable modern life. Minerals and metals are the backbone of essential functions in the modern world. However, there's a pressing need for more sustainable solutions to collect and process them. At Metso, you get to be part of transforming the industry and making a positive change.
• Wellbeing and safety - Benefit from occupational healthcare, generous benefits plan, healthy living rewards, mental well-being services, on-site gym, and engagement surveys.
• Compensation and rewards - Global incentive program tied to business and performance targets, and meal benefits. Hybrid working possibilities - While we are big advocates of meeting and collaborating in person, we believe in fostering a flexible work environment.
• A thriving culture - We are committed to developing an inclusive culture that enables everyone to do their best and reach their full potential. A culture that is courageous, compelling, and caring, and unites our people to build a sustainable future together.
• Extensive learning opportunities - Ongoing growth dialogues, internal mobility, mentoring programs, education assistance, ambitious projects, and global opportunities.
• Worldwide support - Leverage our network of peers across the world, offering valuable assistance. We get things done together, through open and honest communication.

Get in touch

The application period ends at 6th of September. Please note that we will start screening the applications already during the application period, and the selection will be made as soon as a suitable candidate is found.

For additional information, please contact Hanna Martin-Vahvanen, Manager, Customer Experience Measurement via phone [phone] on Monday 31st, between 4-5 PM.

We recognize that highly capable candidates may hesitate to apply unless they meet every listed requirement. If this role excites you, we encourage you to apply even if your experience does not align perfectly with every qualification. You may be exactly the right candidate for the role.

Metso is committed to pay equity and transparent reward practices globally. Compensation information is shared in line with local legislation and applicable recruitment practices.

Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.