Business Transformation Manager Consumer Service
AB Electrolux / Administratörsjobb / Stockholm
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hela Sverige Visa alla jobb hos AB Electrolux i Stockholm,
Lilla Edet,
Göteborg,
Malmö eller i
hela Sverige In our consumer contact centers, we aim to create an outstanding consumer experience that opens the consumer relation for Direct to Consumer (D2C) sales proposals. Solaris is the program aiming to leverage the power of Artificial Intelligence (AI) to bring not only a best-in-class consumer experience, but also free up contact center resources from administrative tasks, enable agents to focus their time on what matters for our consumers, and enhance the D2C opportunities.
We are looking for this new Business Transformation Manager to take lead in the Solaris program. You will have an excellent understanding of the contact center business processes (both "current processes" and "to be" processes) and how our organization works. On top, you will also know how the "to be" contact center processes should be executed in the related systems of Solaris landscape (and non-Solaris).
You will be part of the central Consumer Service team, reporting to the Head of Contact Centre, and provide functional guidance to the Solaris project members and key users in the European countries.
In this role, you will focus on the following:
• Contact Centre efficiency and automation;
• Process support and simplification by Artificial Intelligence;
• D2C sales support for consumers and agents;
• Knowledge Management;
• Conversational Design.
And you will work in close collaboration with the functional managers for Contact Centre, D2C sales, Knowledge Management, Service Operations and Quality/CI who are functionally owning and developing the end to end process.
This is a full-time permanent role preferably based in our Global Headquarters office in Stockholm/Stadshagen where we are 60+ nationalities under the same roof and we're quite happy with the look and feel of the office! You will travel approx. 30% of the time.
A regular day at work
Your role in this is about driving business process transformation through the execution of "to be" processes in respective systems and tools. This transformation is across consumer Contact Centre (omnichannel consumer service), D2C sales processes, online consumer support functionality, and Knowledge management, as well as Artificial Intelligence through bots and contact analysis, for Contact Centre automation.
This is NOT an IT role, but rather a process development/business transformation role.
• You support the development of AI tools within our European processes and the implementation of the Solaris tool throughout all countries.
• You define and document business requirements for adaptation and further development of AI support, implement these requirements together with the development team, consisting of ITBAs and IBM, and follow-up the progress during the development process which is organized in an agile working method.
• You are responsible for the deployment, testing and change management of new or enhanced AI processes, and Solaris sub-applications managing these processes together with the roll-out of Solaris to new countries.
• You lead and provide application support to the key user network, is responsible for training materials and manuals.
• Further, you take part in developing the application support setup.
Who you are:
International: You enjoy working in a truly global environment and you like to deliver in cross-functional teams.
Team player & collaborator: you are an inspiring team player characterized by a high level of integrity, diligence, support, and enthusiasm for helping both internal customers and the development teams.
Credible and influential: you have proven ability to manage internal customers on multiple levels towards common goals
Agile: You like working in a fast-moving environment, being open to fast-changing priorities and flexible in the way you deliver against strict deadlines and dealing with ambiguity.
Analytical and process-oriented: you have a good operational understanding and/or expertise regarding processes related to either the CC area or SO area with experience in business needs and requirements analysis, mid-range planning and execution.
Great listener and communicator: You have outstanding communication skills and can convince, influence and engage stakeholders, peers, and colleagues on the Solaris transformation journey.
Multitasker with focus: You perform effective and efficient as Multi-Tasker while switching between technical expertise to support & customer care.
"Can do" mentality: You like to scout and deliver on process and tool support for both an outstanding consumer experience as well as delivering commercial solutions to our consumers.
Minimum Requirements
• University degree. Business or IT discipline is desired.
• 5 years of related work experience dealing with cross-functional decision making and supporting business objectives.
• 5+ years' system issue resolution, project management planning, and Consumer Service experience with a strong focus on operational business processes.
• Ideally 3+ years of Contact Center AI implementation and process automation
• Thorough knowledge of business processes and operations in the Consumer Care
• Experience in the international rollout of large AI projects or experience as key/superuser for relevant applications preferred.
• Works well with others in a team/office/virtual environment as well as works autonomously.
• Fluent English communication, and please apply in English.
Publiceringsdatum2020-01-07Så ansöker duSista dag att ansöka är 2020-01-21
Klicka på denna länk för att göra din ansökanAdressAB Electrolux
Sankt Göransgatan 143
11217 Stockholm
Omfattning Detta är ett heltidsjobb.
Arbetsgivare AB Electrolux (org.nr 556009-4178)
Sankt Göransgatan 143 (
visa karta)
112 17 STOCKHOLM
Arbetsplats Electrolux Appliances AB (org nr 556222-8683)
Jobbnummer 5028634
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