Digital Customer Experience Manager

Role Overview

As a Digital Customer Experience Manager, you will have a key role in developing and optimizing our digital customer meetings with a focus on customer satisfaction, sales, and efficiency. You will analyze customer behavior, contact causes, and results to identify improvement opportunities and turn customer insights into concrete actions.

What You Will Do

You will develop work methods, optimize digital customer flows, and drive initiatives that reduce the need for customer service, increase the share of customer needs that can be solved digitally, and create new opportunities for sales and increased customer loyalty.

Why It Might Be a Fit

We are looking for a person who will help us change how our business customers meet Telenor. Through data, digitalization, and AI, you will identify and drive improvements that reduce the need for customer contact, while we create a better customer experience and strengthen our business through increased sales and higher customer loyalty.

Requirements

• At least 3 years of experience in customer service, digital customer development, and/or business development
• Ability to analyze results and work data-driven towards set KPIs
• Business understanding and ability to turn data and customer insights into concrete improvements and measurable business results
• Experience in developing customer journeys, work methods, processes, and digital flows
• Good understanding of how digitalization, automation, and AI can be used to improve customer experience and business results
• Ability to drive change and development together with several parts of the organization
• Good communication and collaboration skills in Swedish and English

Benefits

• Merit-based experience
• Experience in developing digital customer meetings, for example, chat, self-service, and digital sales
• Experience in using AI and automation to develop customer experience, service, and sales
• Experience in data-driven follow-up of, for example, contact volumes, digital resolution rate, customer satisfaction, conversion, and churn
• Higher education in a relevant field

Tagged as: Data Analysis