Customer Experience Manager

Telenor Sverige Aktiebolag; Stockholms kommun; Hybrid; SEK 750,000 - 1,100,000; Full time

Job summary

Telenor Sverige Aktiebolag is seeking a Customer Experience Manager to join our Customer Excellence & Change team. You will own and develop the CX strategy and roadmap, acting as the voice of the customer to shape priorities and improvements across the organization.

You will collaborate with Sales, Commercial, Operations, Product and IT to deliver seamless customer experiences and drive customer-centric change within Telenor Business.

Qualifications

• University degree in business, engineering, service design, or a related field.
• Several years of relevant experience in management consulting, customer experience, service design, business development, process improvement, or a related field.
• Strong analytical and problem-solving skills.
• Experience translating complex information, data or insights into clear recommendations and actions.
• Experience from customer journey development, customer interviews, workshop facilitation and working with customer-centric KPIs
• The ability to independently drive initiatives involving multiple functions and stakeholders across different organizational levels.
• Strong communication, facilitation and stakeholder management skills.
• A genuine interest in customer experience and customer-driven business development.
• Excellent communication skills in both Swedish and English.

Responsibilities

• Own and develop the Customer Experience strategy and roadmap for Telenor Business.
• Develop and improve our end-to-end customer journey across products, services, channels and processes.
• Use customer interviews, feedback and data to identify customer needs, pain points and improvement opportunities.
• Turn customer insights into priorities and drive improvements from idea to implementation.
• Follow up on CX performance and present insights and recommendations to management teams.
• Drive the adoption of customer-centric behaviors, processes, and decision-making by influencing stakeholders, facilitating change, and building engagement across Telenor Business.
• Create clear presentations and decision material that support business decisions.

Skills

Analytical thinking

Problem-solving

Communication

Facilitation

Stakeholder management

Customer focus

Education

University degree in business, engineering, service design, or related field

Job description

At Telenor, you own your career. Here, you’ll have the opportunity to make the most of your dreams and expertise while contributing to technological innovations that are barely even imagined today. Innovations that we know will change the map for how we communicate and live our connected lives in the future. Are you looking for a workplace where you can make a difference in what matters most – relationships between people? Then you are welcome to Telenor.

We are now looking for a Customer Experience Manager to join our Customer Excellence & Change team within Telenor Business.

Looking for a workplace for the future?

At Telenor, you own your career. Here, you’ll have the opportunity to make the most of your dreams and expertise while contributing to technological innovations that are barely even imagined today. Innovations that we know will change the map for how we communicate and live our connected lives in the future. Are you looking for a workplace where you can make a difference in what matters most – relationships between people? Then you are welcome to Telenor.

We are now looking for a Customer Experience Manager to join our Customer Excellence & Change team within Telenor Business.

How you’ll make a difference with us

The Customer Excellence & Change team drives customer experience, business process improvements, compliance and transformation across Telenor Business. We work closely with Sales, Commercial, Operations, Product and IT to create simple, seamless, and customer-focused experiences.

As a Customer Experience Manager, you will own and develop the Customer Experience strategy and roadmap for Telenor Business. Acting as the voice of the customer, you will help ensure that customer needs and insights influence business priorities, improvement initiatives and transformation across the organization.

This is an opportunity to take ownership of an important business area and shape how we work with customer experience going forward. By combining customer understanding, service design and business priorities, you will help turn customer insights into meaningful improvements that create value for both customers and Telenor. In this role, you will:

• Own and evolve the customer experience strategy, roadmap and KPIs for Telenor Business.

• Develop and improve our end-to-end customer journey across products, services, channels and processes.

• Use customer interviews, feedback and data to identify customer needs, pain points and improvement opportunities.

• Turn customer insights into priorities and drive improvements from idea to implementation.

• Follow up on CX performance and present insights and recommendations to management teams.

• Drive the adoption of customer-centric behaviors, processes, and decision-making by influencing stakeholders, facilitating change, and building engagement across Telenor Business.

• Create clear presentations and decision material that support business decisions.

By creating better customer experiences, you will contribute directly to making it easier for our customers to do business with Telenor and support our ambition to be the preferred partner for businesses in Sweden.

Are you the one we’re looking for?

We are looking for a curious, analytical and proactive person who enjoys understanding customers and turning insights into action. You build strong relationships, create momentum around improvements and are comfortable working across different parts of an organization.

You enjoy exploring customer needs, challenging assumptions and designing better experiences. You combine customer focus with a pragmatic mindset and are motivated by creating solutions that make a real difference for both customers and the business. To succeed in this role, we believe you have:

• A university degree in business, engineering, service design, or a related field.

• Several years of relevant experience in management consulting, customer experience, service design, business development, process improvement, or a related field.

• Strong analytical and problem-solving skills.

• Experience translating complex information, data or insights into clear recommendations and actions.

• Experience from customer journey development, customer interviews, workshop facilitation and working with customer-centric KPIs

• The ability to independently drive initiatives involving multiple functions and stakeholders across different organizational levels.

• Strong communication, facilitation and stakeholder management skills.

• A genuine interest in customer experience and customer-driven business development.

• Excellent communication skills in both Swedish and English.

Our promise to you

We are better together. Here, you’ll be part of a family-like and inclusive culture, built on strong shared values and leadership that empowers you with both trust and confidence. We believe in enabling each other to act and make decisions, while always having each other’s backs through ups and downs.

We support relationships and societies. Telenor plays a vital role in the society, giving your work a greater purpose. Every day, we create value for millions of people and maintain a customer-first approach where human relationships are at the heart of everything we do.

We make room for life. Work from home up to two days a week, if your role allows it. The rest of the time, we create magic together at the office. Leadership based on trust and flexible working hours helps you balance work and life. We support you through every stage of life with our benefit package, including collective agreements, occupational pensions, wellness allowances, and customized insurance solutions tailored to your needs.

We invite you to a career in motion. Your development is at the center of our culture. We dedicate at least 40 hours per year for you to deepen your expertise, explore new areas, and develop in your role. Through Telenor Academy and other learning initiatives, you’ll have the tools and freedom to advance your career. If you want to broaden your horizons, we are present throughout the Nordics.

Good to know

As part of Telenor’s policy, we conduct background checks on final candidates for all recruitments.

If you have any questions or want to know more, feel free to contact the hiring manager David Mellander at [e-mail] . Please note that we cannot accept applications via email.