Digital Consumer Journey Coordinator to Samsung
21Activa Bemanning & Rekrytering AB / Administratörsjobb / Stockholm
2025-11-19
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hela Sverige Om tjänsten 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.
Kvalifikationer 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:
• 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.
Some words that describe you:
• Detail-oriented
• Professional
• Ambitious
• Confident
• Analytical
• Service-minded
• Efficient
• Structured
• Curious
• Driven
Need to have:
• Customer service experience
• High understanding of Consumer Journey
• High understanding of importance of Communication
Language:
• Native in writing and speaking in one Nordic language (Finnish, Norwegian, Danish or Swedish)
• Fluent in English, both speaking and writing
Om arbetsgivaren Vi på 21Activa har över 50 års samlad erfarenhet inom bemanning och rekrytering.
Med fokus på lager, logistik, transport och administration hjälper vi företag i Stockholm, Uppsala och Mälardalen att hitta rätt kompetens.
Vi är ett auktoriserat bemanningsföretag med kollektivavtal som står för trygghet och engagemang. När våra medarbetare mår bra skapas de bästa resultaten för våra kunder.
Ersättning fast lön friskvård
Så ansöker du Sista dag att ansöka är 2025-11-24
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare 21Activa Bemanning & Rekrytering AB (org.nr 559313-8133)
Kontakt Anja Lowndes
0852016400 Jobbnummer 9612144