Head of Customer Journey
Nordic Choice Commercial Services AB / Civilingenjörsjobb / Stockholm
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hela Sverige For 25 years we have challenged the status quo in the hotel industry, and we promise to continue to do so. Nordic Choice Hotels is no ordinary firm, and hence, seek extraordinary talents to join our never changing passion to deliver the best guest satisfaction in the industry.
During 2016 we established a new company within Nordic Choice Hotels called eBerry. Its main mission is to transform the digital landscape for how our guests book, travel and interact with us. Our ambition is high, we want to create the world's best guest journey, offering our guests the ability to have a seamless and hassle free travel experience and a world class Loyalty community.
During 2023 we are forming and growing our new Customer and Product organization. It consists of two main areas, Customer Journey and Product Development. We are now looking for our next Head of Customer Journey to lead the way for our customer centric organization. Here you will be responsible for setting the strategy and roadmap of how we provide a holistic customer journey, blending a digital and analogue guest experience. You will build a strong team, grow individuals and develop their skills, and tightly collaborate with Product to further improve the Customer Journey domain at Nordic Choice.
About the role
Through deep understanding and usage of insights, internal and external trends, and customer and employee voice, this role will design, map and remap key journeys across Nordic Choice in order to inform strategy, roadmap and opportunities. This will ultimately support the delivery of the best customer experience - the basics and the moments, and ensure measured satisfaction in every customer stage or in every customer channel of choice.
You will be instrumental in identifying continuous improvements in the customer journey and delivering incremental changes for our customers.This includes the journeys not only for our hotel guests, but also for conference & restaurant guests, loyalty members and partnerships, regardless of the way or channel they come to us or interact with us.
You will work closely with our brands to help design customer journeys for each brand that support their vision of how they want to deliver service, while balancing this with the general customer needs and corporate priorities. You will also build a strong UX/UI function that will be instrumental in improving identified pain points and designing new features. You will help, support and grow the UX designers working in our various squads and product areas.
Finally, you help ensure that the solutions we provide actually work at our soon to be 250 hotels. That means working with operations and other departments on standard operating procedures and collaborating with the product team to improve how our products meet the needs of our customers.
Who are we looking for?
We are looking for a person with good communication skills who can clearly articulate the benefits of working in a structured and analytical way with customer journey mapping and optimization. You genuinely believe that the customer should be at the center of everything we do and want to understand how our services fit into the ultimate wants and needs of the customer.You also understand that sometimes you have to be pragmatic in a big organization with multiple business units and you are good at finding scalable processes to make a real impact.
In this role you will be leading in a matrix organization, with both formal and informal leadership responsibility. We believe you enjoy collaborating with others to come up with a shared roadmap and working together to build a team and the competencies needed long term.
To thrive in this role we believe you have a background in UX, service design or customer journey research, as well as experience in leading teams. That you have a track record of true customer understanding, and also the capability to inspire the team on the journey we are on. We believe you understand the value of creating and driving the customer centric culture. This means staying updated on trends and building a culture for a data- and experiment driven process.
We are seeking a highly motivated individual who is results-oriented and action-oriented. The ideal candidate must have a track record of delivering results, with a strong ability to get their hands dirty and lead by example.
Does this sound like your next journey?
We would love to see your application as soon as possible. Any further questions? Reach out to Olivia Strandberg at
Olivia.strandberg@choice.se to get to know more about the position.
Ersättning Enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2023-05-19
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Nordic Choice Commercial Services AB (org.nr 556106-6050)
Arbetsplats eBerry by Nordic Choice Hotels
Jobbnummer 7675637
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