Head of customer experience
Externt, HR / Marknadsföringsjobb / Solna
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hela Sverige Verisure Sweden is seeking a talented, innovative, passionate Head of customer experience to join our growing and successful Portfolio Marketing team.
The role will report to the Head Portfolio Marketing, and will work in partnership with leaders and members across the organisation to improve customer experience to boost customer satisfaction, increase portfolio profitability and support sales growth by leveraging the current portfolio.
Our success depends on our people and we invest in them every day. Working with Verisure is being part of an industry-leading, world-class company that thrives on a strong entrepreneurial spirit.
Our customers are at the centre of everything we do - our deep customer understanding, close monitoring of new trends in technology, competitors and market insights are the foundation of our game-changing product and service solutions.
Verisure is a major global player in the smart security and smart home space, with a large installed customer base (of more than 2.5 million customers, across Europe and Latin America), impressive customer retention / low churn, a highly effective go-to-market approach and the industry-leading growth speed (averaging 17% annually over the past 17 years).
As Head of customer experience, you will be responsible to analyse NPS data and customer processes to identify and lead cross-functional NPS initiatives to increase overall customer satisfaction. You are responsible to maintain and grow the current NPS program by taking a holistic approach to understand and develop the customer journey through the entire customer lifecycle. You are very familiar with the NPS methodology and related processes e.g. closed feedback loops and root cause analysis.
You have preferably previously worked with NPS tools such as the Medallia Experience Cloud to track and analyse customer behaviours and experiences to ensure a best in class experience at all touchpoints.
Key Responsibilities
- Measure relationship and touchpoint customer experience
- Analyse promotion and detraction root causes
- Mobilize functional CEx champions
- Support rolling out closed feedback loops
- Co-design customer journeys with functional leaders
- Orchestrate CEx transformation program
- Preach customer centricity across company
- Liaise with peers in the group to share insights and best practices
Location
Stockholm/Linköping
Remuneration
Compensation package able to attract high calibre candidates in the spectrum of this search
Reports and organization structure
Direct reporting line into the Head of Portfolio Marketing
Experiences and Qualifications
- Successful educational background (ideally engineering or business administration)
- Minimum of 3 years working with customer experience including both leading and implementing customer experience initiatives across functions in an organisation
- Strong analytical and leadership skills
- Detail orientation combined with the ability to understand business processes and targets from a holistic perspective
- Excellent written and verbal communications skills
- Excellent ability to identify and build both formal and informal network across the company
- Fluent English required as the company is global
Competencies
- High performer with great potential
- Strong intellect with a high level of commercial and financial acumen, able to influence key stakeholders as well as manage external agency relationships as required
- Highly commercial, and with clear business mind
- Exceptional communicator and demonstrated analytical and emotional intelligence when working with people from a variety of different functions in the organisation as well as markets. Collaborative working is key!
- Great at getting things done, brilliantly organized, structured thinking
- Brilliant business acumen and analytical abilities balanced with high degree of emotional intelligence
- Great listener, understanding quickly and delivering against requirements in efficient and inspirational ways
- Team player, humble, comfortable and effective in a hands-on, team-oriented environment
- Commitment and ownership, willing and prepared to go above and beyond initial job description
- Reliability - ability to produce work of very high quality on a timely manner, ability to prioritize and handle multiple tasks within tight deadlines
- Energy contributor, low maintenance, flexible, ambitious but collegial
- Analytical, pragmatic, independent and creative thinker balanced with operational 'do-er'
- Solution-oriented mindset
How to apply
If you have any questions about the role please contact Erik Laurenius,
erik.laurenius@verisure.se or +46735 08 78 79. Last day to apply is 2017-02-26. However, applications will be assessed on a rolling basis so we encourage you not to wait until the last day to apply.
Verisure erbjuder professionellt övervakade brand- och inbrottslarm och faktum är att vårt hemlarm är det mest installerade i Sverige. Tack vare ett starkt fokus på kvalitet och service är våra 300 000 svenska kunder bland de mest nöjda i branschen. Med vår framtidssäkra plattform och professionella servicesamarbeten kan vi erbjuda våra kunder ett unikt sortiment av produkter och uppkopplade tjänster för det smarta hemmet. Verisure är en del av Securitas Direct Group. Med fler än 1,8 miljoner kunder och 6 500 anställda i 14 länder, är vi nummer ett i Europa.
Varaktighet, arbetstid
100%. Tillträde: Enligt överenskommelse tillsvidareanställning
Publiceringsdatum2018-02-07ErsättningFast
Så ansöker duSista dag att ansöka är 2018-02-26
Ange följande referens när du ansöker: 2018/10
Klicka på denna länk för att göra din ansökanFöretagExternt, HR
AdressExternt, HR
Gumpekullavägen 8
58278 Linköping
KontorsadressGumpekullavägen 8
Jobbnummer 3950835
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