Manager, CX Measurement

Metso; Tampere; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work options

Meal benefits

Learning opportunities

Global mobility

Wellbeing program

Job summary

Metso is seeking a Customer Experience Measurement Manager to lead our CX measurement process and metrics across a global network. You will ensure process compliance, develop insights, and translate data into actions that strengthen our customer-focused growth.

Based in Espoo or Tampere, Finland, the role reports to the Director, Customer Loyalty. You will collaborate with internal stakeholders, drive improvements in reporting, dashboards, and data accessibility, and enable customer-led

Qualifications

• Minimum 5 years of experience in customer experience measurement.
• Analytical and development-oriented mindset with strong attention to detail.
• Proven experience in process development and implementation in a global environment.
• Excellent communication, presentation, and project management skills.
• Proficiency with customer survey tools and CRM systems; strong IT skills (Excel, Word, PowerPoint).

Responsibilities

• Manage and develop Metso’s customer experience measurement process and related metrics.
• Lead a global network of CX measurement professionals ensuring consistent execution and compliance.
• Contribute to development of tools, data flows and CX measurement architecture.
• Improve reporting, dashboards, and data accessibility across the organization.
• Maintain CX process documentation and training materials.
• Support stakeholders in understanding and acting on CX data and insights.

Skills

CX measurement

Global collaboration

Analytical mindset

Communication skills

Project management

Education

Master’s or Bachelor’s in business or related field

Tools

Jira

PowerBI

Salesforce CRM

Dynamics CRM

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: 08/30/2026

We are restructuring our Global Customer Loyalty team responsibilities and seeking a Customer Experience Measurement Manager to join the team. You will be responsible for managing and developing Metso’s customer experience measurement process and metrics, ensuring process compliance, and supporting the competence of internal stakeholders. This involves making customer insight accessible, actionable and understood across the organization. Your work will contribute directly to strengthening our customer-focused growth culture and driving continuous improvement based on customer experience data.

In this position, you will report to Director, Customer Loyalty and 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 are responsible for technical tools, reporting and analytics as well as driving actions will support you in succeeding in the role.

What You’ll Do

• Manage and develop Metso’s customer experience measurement process and related metrics
• Manage a global network of professionals in CX measurement implementation, ensuring consistent process execution, stakeholder competence and compliance.
• Participate in development of tools, data flows and architecture of CX measurement
• Contribute to improvements in reporting, dashboards, and data accessibility.
• Maintain CX measurement process documentation and training materials
• Support stakeholders in understanding, using, and acting upon CX data and insights.
• Contribute to organization-wide awareness and engagement around customer experience.

Who You Are

• You have already been working with customer experience measurement for minimum 5 years.
• You are passionate about customer experience and possess an analytical, development-oriented mindset with strong attention to detail.
• You have proven experience in process development and implementation in a global environment
• You have excellent communication, presentation, and project management skills.
• You are proficient in customer survey tools, CRM systems (Salesforce or Dynamics), and have strong IT skills including Excel, Word and PowerPoint.
• You are comfortable working between business and IT, translating business requirements into technical specifications.
• You thrive in a fast-paced, dynamic, and global environment.
• You have strong written and verbal English skills
• Master’s or bachelor’s degree in business or related field.

Considered as advantage

• Experience with Jira, PowerBI, Marketing Cloud and using AI for business decision-making
• Working in IT development / SAFE practices, basic understanding of API architecture
• Experience working in an international matrix organization

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.

We understand that some highly capable candidates might hesitate to apply for a role unless they meet every listed qualification. If you're excited about this role, we encourage you to apply even if you don't meet all the requirements. You may be 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.

Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers’ energy and water efficiency, increase their productivity, and reduce environmental risks with our product and service expertise. We are the partner for positive change.

Metso is headquartered in Espoo, Finland. At the end of 2025 Metso had close to 18,000 employees in around 50 countries, and sales in 2025 were about EUR 5.3 billion. Metso is listed on the Nasdaq Helsinki.

metso.com