Consumer Journey Manager, Help & Support – Göteborg

Posted 6 months ago by Daniel Fransson
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Job Description

Designs maintain and ensures that consumer journeys connect end-to-end, across company business functions, consumer channels, and products/consumer touchpoints.
Identify and acquire relevant facts & insights (consumer, business, technology, etc.) to inform the design and prioritization of activities that improve the consumer experience.
Facilitate and drive cross-functional collaboration that drives the design end delivery of omnichannel experiences connecting business, technology, and experience (BXT).
Work closely with the operational teams and Product Owners for the different capabilities & services we are creating and prioritizing.
Manage expectations and provides prioritization of improvements to current experiences and products together with commercial regions, with aim to provide central scalable solutions with maximum impact for consumer and business.
Works as an integrated part of Customer Care, Global Online Experience (GOX), Retailer Operations, and Regions.
Represent CX in various cross-functional alignment, product, and management for as to drive the consumer-oriented agenda

Strong ability and experience of turning complex consumer insight and business insight into compelling mapped consumer journeys
Highly skilled in planning and developing loyalty journeys across all touch-points including emails, contact centers, stores, app, and web
Experience in working with a cross-functional, global team or large-scale software development lifecycle, including agile methodologies
Skilled in reviewing the standard of experience design and products, to ensure that only work meeting the highest levels of quality is prioritized
Possesses a sincere interest in consumer insight, consumer experience, and brands Competencies
7-10 Years relevant work experience (CX, Product/program management, business development)
Proven track record of working with design thinking methodologies and tools (consumer journeys, behavioral segmentation, impact map, validation/prototyping, workshop facilitation etc)
Proven track record of building up high performing teams
Experience in driving cross-functional, global, and complex CX projects
Very good understanding of complex and global organizations
Excellent communicator
Fluent in business English
Bachelor in Business, Consumer Experience, Retail, Service Design, Customer Service or similar