Digital Consumer Journey Coordinator to Samsung
Digitalenta AB / Marknadsföringsjobb / Stockholm
2025-11-19
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hela Sverige We are now helping Samsung Nordics to find a Digital Consumer Journey Coordinator for an exciting full-time position based in their Stockholm office!
What will be your key deliverables?
The Consumer Journey Coordinator will be part of the Customer Service CX team with the main responsibility to secure and optimize the Digital Consumer Journey across all touchpoints.
Main responsibility will be to review and improve the Digital Consumer Journey for Service Requests and support questions. Review of each touchpoint with focus on the digital channels and the communication from Contact Center and Service Partners.
The Consumer Journey should be optimized with excellent 24/7 self-service availability and clear information from Contact Center and Service Partners. The interactions should be professional and empathic and loyalty should be rewarded through Samsung's retention programs.
The Consumer Journey Coordinator will, based on findings, set actions and drive improvements to optimize the experience.
The key responsibilities include the following: Develop and monitor self-service journeys such as Consumer Content and AI driven solutions.
Manage and develop Samsung's Help Content available on .com and be responsible for main KPI (HCR) linked to content usage.
Overall responsibility for Samsung CS Branding, digitally on webpages and physical in Contact Center and at Service Partners (Lettermark).
Improve Customer communication such as information from CC and ASC and work on empathy training for Contact Centers and Service Partners.
Market CS activities towards Internal and External stakeholders.
Establish and/or update processes to further secure the Consumer journey.
What do we need for this role?
High understanding of the Consumer Journey.
Excellent communication and interpersonal skills to work effectively with both internal and external stakeholders.
Well-developed analytics skills with the ability to challenge data and performance.
Ability to see 'the whole picture' along with details.
Ensure data driven decision making and prioritization.
Pro-actively work with identifying issues related to customer journey.
Identify improvement and business opportunities and share findings with the organization
Measure performance of contributing initiatives.
Personality traits we are looking for: You are accustomed to work independently and also thrive as part of a professional team, where you collaborate with your team and colleagues to find optimal solutions for our consumers.
You feel comfortable working in a fast-paced environment, managing multiple tasks and priorities simultaneously while adapting to changing needs.
You have enthusiasm for contributing to the development of the Consumer Journey.
You are structured and analytical and have an eye for identifying patterns and trends.
You are well presented and professional with excellent communication skills.
You have a high sense of responsibility; you are truly self-motivated and driven
Additionally, we value candidates with a Consumer first focus, a commercial mindset, and a high understanding of Customer Service.
Need to have (mandatory experience for this role):
Customer service experience
High understanding of Consumer Journey
High understanding of importance of Communication
Language skills required: Fluent in writing and speaking in one Nordic language (Finnish, Norwegian, Danish or Swedish)
Fluent in English, both speaking and writing
Additional Beneficial Experiences: Experience working with self service solutions.
Experienced working with AI driven solutions
About the assignment
For this assignment you will be hired as a full-time consultant by Digitalenta. We offer our consultants a generous package including healthcare allowance, insurance policy, paid vacation days and pension savings. In addition, you'll also have a dedicated consultant manager available throughout your employment with us, in addition to optional networking activities with our network of consultants.
Ersättning Lön enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2026-05-08
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Digitalenta AB (org.nr 559248-0486),
https://www.digitalenta.se Arbetsplats Digitalenta
Kontakt Maria Levander
maria@digitalenta.se Jobbnummer 9611898