AI Business Developer - Vattenfall Customer Service Nordic

Vattenfall GmbH; Umeå kommun; On-site; SEK 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible working hours

Good work-life balance

Opportunities for professional development

Career development opportunities

Job summary

A leading energy provider is looking for an AI Business Developer to enhance customer service through AI initiatives. This role involves driving projects from conception to execution, analyzing service delivery improvements, and building an understanding of customer needs. Candidates should have a Master’s degree and experience in business development within customer service. The position offers an international work environment with opportunities for personal and professional development in Umeå or Solna, Sweden.

Qualifications

• Experience in project management or AI-related projects is advantageous.
• Self-driven and curious about AI's role in customer service.
• Experience in continuous learning or Lean methodologies.
• Excellent communication and collaboration skills.
• Experience in change management and stakeholder management.
• Experience in AI technology is advantageous.
• Fluent English required; Swedish preferred.

Responsibilities

• Drive AI initiatives from idea to implementation.
• Analyze and improve delivery quality and efficiency.
• Create a deep understanding of the customer journey.
• Create a deep understanding of the customer journey and become an expert on customers’ service experience and expectations.
• Monitor market trends and benchmark competitors’ and other comparable companies’ customer service offering.
• Be a 'go-to person' for the customer perspective internally within the customer service organisation and towards other business areas within Vattenfall.

Skills

Driving business transformation

Managing complexity

Stakeholder management

Data analysis

Excellent communication skills

Agile working methods

AI technology knowledge

Education

Master’s degree in a relevant technical field

Job description

Job Overview

Business Development is a unit within Customer Service Nordic, responsible for driving the strategy of Customer Service Nordic by leading business development and change initiatives. During the past year, we have been exploring what AI can do for us and as a result we have launched an ambitious plan for the next 2–3 years to accelerate our strategy utilizing the full potential of AI. We are now expanding the Business Development unit with dedicated AI Business Developers that will drive end‑to‑end delivery of AI initiatives to provide our customers with an improved and cost‑efficient service experience.

Main Responsibilities

• As AI Business Developer, you will report to the Director of Business Development.
• Drive AI initiatives end to end, from idea to implementation.
• Continuously analyse and iterate on improvement potential in delivery, both from a quality and efficiency perspective.
• Create a deep understanding of the customer journey and become an expert on customers’ service experience and expectations.
• Monitor market trends and benchmark competitors’ and other comparable companies’ customer service offering.
• Be a “go-to person” for the customer perspective internally within the customer service organisation and towards other business areas within Vattenfall.

Qualifications

We are looking for candidates with experience in driving business transformation, managing complexity and a wide variety of stakeholders. You should be driven by understanding how AI can help develop and improve customer service experience based on end‑users’ needs. You are self‑driven and have a curiosity to look for challenges in delivery and present and implement solutions – guided by data. You work actively to build relationships internally and leverage your network to achieve your delivery targets. You prefer to work with short delivery processes, both by implementing smaller improvements with a short time to market and by dividing larger projects with long lead times into smaller partial deliveries. If you have experience in project management or participating in AI related projects, this is particularly advantageous. Most importantly, you are a “doer” who gets things done.

• Master’s degree within a relevant technical field.
• Experience working with business or process development in customer service or similar operational environment.
• Ability to analyse quantitative and qualitative data to identify problems/opportunities.
• Excellent communication and collaboration skills.
• Experience in change management and stakeholder management.
• Experience in continuous learning/agile working methods/Lean is advantageous.
• Experience in AI technology is advantageous.
• Excellent English required, Swedish preferred.

Additional Information

Our Offer

We offer a challenging and international work environment and the possibility to work with some of the best in the field. You will be working in interdisciplinary teams and you can always count on support from committed colleagues as ‘Ask and Share’ concept is essential for the way we work. We offer attractive employment conditions (smart working, flexible working hours and a good work‑life balance) and opportunities for personal and professional development. We will be reviewing candidates on an ongoing basis, so we kindly ask you to apply as soon as possible. Selection tests are part of the recruitment process.

Location

Solna or Umeå

For more information about the position, please contact the recruiting manager Sami Pulkkinen at [e-mail]. For more information about the recruitment process, please contact Anna Uppstroem at [e-mail]. Union representatives for this position are: Shahriar Badiei (Akademikerna), Karin Wiik (Unionen), Mikael Mukka (SEKO), Cecilia Bodin (Ledarna). You can reach them via Vattenfall’s switchboard, [phone].

We welcome your application in English no later than January 11, 2026. We kindly request that you do not send applications by any means other than via our website and that you refrain from submitting a cover letter with your application. You apply quickly and easily by answering screening questions and attaching your CV. We will be reviewing candidates on an ongoing basis, so we kindly ask you to apply as soon as possible.

At Vattenfall, we value being active, positive, open, and safety‑conscious. We are looking for employees who share our vision and can contribute to strengthening our corporate culture. We firmly believe that diversity helps build a more profitable and attractive company, and we strive to be good role models when it comes to diversity. Vattenfall actively works to ensure that all employees have the same opportunities and rights regardless of age, ethnic or cultural background, gender identity, religion/belief, sexual orientation, or disability. Read more about how we work with diversity and inclusion.

The security of Vattenfall and its employees is essential. For that reason, a pre‑employment screening will be part of your recruitment process. The screening is based on the role you will fulfill within Vattenfall.

Working at Vattenfall means working with critical societal infrastructure. Therefore, many of our positions are security‑classified, and you may be required to fill a wartime posting. If this position is security‑classified, a security clearance will be carried out before employment, in accordance with the Security Protection Act. Any potential wartime posting will be based on the employment contract and the Total Defence Service Act.

We look forward to receiving your application!

Company Description

Vattenfall is one of Europe’s largest producers and retailers of electricity and heat. Our main markets are Sweden, Germany, the Netherlands, Denmark, and the United Kingdom. The Vattenfall Group has approximately 21,000 employees. We have been electrifying industries, powering homes and transforming life through innovation for more than 100 years. We are working for fossil freedom and are driving the transition to a sustainable energy system.

Vattenfall Customer Service Nordic is responsible for sales, billing, and customer service to Vattenfall’s customers in the Nordics. Our headquarters are in Umeå, but we also have offices in Solna, Helsinki, and elsewhere, and in total we are about 300 employees who support Vattenfall’s various businesses through the customer interface. We are working for fossil freedom by guiding our customers to climate‑smart solutions and we are passionate about quality and customer experience, having been awarded the best service in the Energy sector for the past two years. Our core value, People First, is embedded in everything we do, and we know that secure and engaged employees deliver the best customer experiences.

In 2021, Vattenfall Customer Service Nordic was awarded a prize from Unionenas Sweden’s most LGBTQI‑friendly workplace, and this year we have been awarded the Diversity Employer Gold by Women Ahead. We know that great working environment, first‑class customer dialogues, and innovative thinking are based on all of us complementing each other. With us, you can proudly be who you are!

Vattenfall Customer Service Nordic is certified as a Great Place to Work®. The certification is based on an employee survey within the dimensions of Credibility, Respect, Fairness, Pride, and Camaraderie.