CS Systems & Digital Transformation Specialist

Viaplay Group; Stockholms kommun; On-site; SEK 700,000 - 900,000; Full time

Job summary

Viaplay Group in Stockholm is seeking a CS System and Transformation Specialist to shape customer service across Allente and Viaplay. You will drive digital transformation, develop self-service platforms, and align system capabilities with business needs across both brands.

Strong collaboration with stakeholders and external partners is essential, with English fluency; Swedish/Nordic language a plus. Join a cross-functional team focused on data-driven improvements, procurement alignment, and

Qualifications

• 3+ years of experience in digital transformation, AI, systems, customer service, chat or voice bots, or a similar field.
• Experience working with digital customer journeys, self-service solutions, customer service platforms or business systems.
• Strong analytical and problem-solving skills, with the ability to turn data and business needs into actionable improvements.
• Experience working with multiple stakeholders and translating business requirements into prioritised initiatives or solutions.
• Experience working with external suppliers or technology partners.
• A strong understanding of processes and how technology can be used to create more efficient and customer-friendly ways of working.
• Excellent communication and collaboration skills, with the ability to work effectively across different teams and business areas.
• Fluent communication skills in English; Swedish or another Nordic language is a plus.

Responsibilities

• Driving the development and continuous improvement of customer self-service platforms, with a strong focus on technology, functionality and user experience.
• Managing and developing customer service systems and tools across Allente and Viaplay, including collaboration with external partners and suppliers.
• Aligning system capabilities and roadmaps with both shared and business-specific customer service needs.
• Using data and analytics to identify opportunities for improvement and support business decisions.
• Supporting and driving digital transformation initiatives and strategic projects aligned with customer service goals and KPIs.
• Working with stakeholders across Allente and Viaplay to translate business needs into prioritised requirements and support implementation and adoption of new solutions.
• Identifying opportunities to harmonise, automate and simplify customer service processes across both businesses.
• Coordinating the development and alignment of supplier contracts related to customer service systems and tools, in collaboration with business owners, Procurement and Legal.
• Contributing to a culture of continuous improvement, collaboration and innovation across the customer service organisation

Skills

Digital transformation

Analytical skills

Stakeholder management

Self-service platforms

Tools

CRM

Self-service platforms

Job description

Viaplay Group in Stockholm is seeking a CS System and Transformation Specialist to shape customer service across Allente and Viaplay. You will drive digital transformation, develop self-service platforms, and align system capabilities with business needs across both brands.

Strong collaboration with stakeholders and external partners is essential, with English fluency; Swedish/Nordic language a plus. Join a cross-functional team focused on data-driven improvements, procurement alignment, and