Head of Digital Experience

Telia Company; Sweden; Hybrid; SEK 80,000 - 100,000; Full time

Benefits offered by this job

Comprehensive benefits package

Remote work opportunities

Performance-based bonus

Job summary

Telia Company is seeking a Head of Digital & Online Experience to lead digital initiatives in the B2B sector. This role is crucial for optimizing customer experience, driving e-sales, and enhancing self-service capabilities.

Candidates should have proven leadership experience, a background in digital transformation, and fluency in English and Swedish. The position offers a comprehensive benefits package, opportunities for remote work, and performance-based bonuses.

Qualifications

• Proven experience in leadership and digital transformation.
• Strong knowledge of e-sales and e-support flows.
• Ability to lead cross-functional teams.

Responsibilities

• Drive best-in-class customer experience through simplification and digitalization.
• Develop and execute online channel strategy.
• Engage with customers and stakeholders for alignment.

Skills

Leadership

Digital transformation

Cross-functional cooperation

Fluency in English & Swedish

Customer insights

Job description

We’re looking for a Head of Digital & Online Experience to join us at Telia.

I’m Anna von Gegerfelt, Head of Operational Excellence within Telia Sweden B2B, and we are searching for someone ready to grow with us. We’re a supportive, forward‑thinking organization focused on driving customer experience, self‑service capabilities and simplicity to create sustainable growth.

What you’ll do

You will be a key part of the B2B Operational Excellence leadership team, responsible for driving best‑in‑class customer experience and optimizing internal operations. Our north star is to make it easy to do business with us through simplification, digitalization, and transparency, utilizing customer insights and AI to guide us.

• Develop our online presence, define and drive our digital channel strategy, harmonizing across e‑sales, e‑support and product specific portals to meet the needs of our wide customer base
• Create an “one Telia” experience that is intuitive to use, providing transparency and full visibility of engagement
• Consult with customers and stakeholders throughout the organization to ensure alignment and prioritization across customer expectations, business needs and operational efficiency
• Cooperate with other units within B2B as well as IT, Customer Operations, and external partners, in order to design, develop, maintain and grow our online e‑sales and e‑support volumes
• Balance strategic direction with tactical execution, ensuring ideas become valuable customer outcomes

What will help you thrive in this role

To succeed in this role, you have the ability to set the direction for and execute on the agenda for our online channels. You understand the dynamics of SME as well as Major Accounts with regards to their need and use of digital channels and can translate that into tactical plans and roadmaps. You see the potential of AI and Analytics to enable insight driven decisions as well as to drive excellence in customer dialogue and internal efficiency. You are a strong communicator with the ability to create clarity and give direction, and you lead by example, cooperating with teams and individuals throughout B2B, Customer Operations, IT organizations and external partners.

• Proven experience in leadership, cross‑functional change journeys, digital transformation and online channels for e‑sales and e‑support flows
• Strong knowledge of digital & online stores & self‑service capabilities and the use of AI and customer insights within that space
• Experience from B2B telco or similar industries with both SME and Major / Public Account customers
• Ability to engage, envision and execute, create clarity and deliver measurable outcomes. Structured decision‑maker with cross‑functional cooperation skills with experience from complex organizations where collaboration and alignment are critical for success
• Fluency in English & Swedish

What we offer

When you join us, you’ll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You’ll also have the chance to earn a bonus based on your performance and Telia’s results.

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength.