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Customer Experience Insight Manager
2 months ago
Motiveres du af at bringe indsigter til live for at udvikle vores forretning og forbedre kundeoplevelsen? Så er du muligvis den leder, vi er på udkig efter til vores CX Insight team i Telenor. Her får du en vigtig rolle i at vidensdele og tydeliggøre, hvordan indsigterne kan give værdi på tværs af forretningens arbejde. Interesseret?
”Udover at sikre trivsel og engagement i teamet, vil din dagligdag centres omkring det at vække kundeindsigter til live ved at dele dem bredt i vores forretning og understøtte de foretningsmæssige beslutninger vi skal tage med udgangspunkt i kundeindsigterne.” – Nanna Ibsen, Director (Customer Experience Excellence)
På baggrund af dataindsigter skaber vi kundeoplevelser i verdensklasse
Stillingen er forankret i Customer Experience Excellence, der er sat i verden med henblik på at løfte vores kundeoplevelser til endnu højere for kunderne i CBB og Telenor. Teamet har brede snitflader på tværs af hele organisationen og består udover fire CX Analytikere også af et tvær-organisatorisk team, der arbejder med indsigter bredt i organisationen. Dine daglige opgaver vil du primært løse i samarbejde med Products & Experience, Channels og Market & Customers. I den forbindelse vil du arbejde tæt sammen med produktudviklere, specialister og ledere og drage nytte af videndeling på tværs.
Dine primære arbejdsopgaver vil være centreret omkring at:
- Måle på forbedringer på kundeindikatorer;
- Skabe indsigter til designsessioner med samarbejdspartnere på tværs af organisationen;
- Udvikle, designe og optimere på end-to-end kunderejser og kundeoplevelser;
- Drive forandringer og udvikle løsninger igennem samarbejde med ledere på tværs af Telenors kanaler; og
- Peopleorienteret ledelse med fokus på trivsel, udvikling og support af dine medarbejdere
Du er nysgerrig, udfordrende og besidder gode stakeholder management skills
I rollen som CX Insight Manager anvender du både dine præsentationsmæssige færdigheder samt dine analytiske færdigheder til at forstå, hvordan du omdanner data til viden, der skaber værdi for forretningen, og hvordan du får kommunikeret den viden til samarbejdspartnerne, så indsigterne bliver bragt til live. Du tør udfordre forretningsmæssige beslutninger, hvor du sætter en ære i at være kundernes repræsentant. Du går gerne på opdagelse efter måder, hvorpå tingene kan optimeres, og du deler dine ideer med relevante interessenter, så der skabes interesse for teamets arbejde. Her formår du at tydeliggøre, hvordan jeres dataindsigter kan være med til at skabe de bedste kundeoplevelser.
Derudover ser vi gerne, at du kan genkende dig selv i nedenstående:
- Har gode formidlingskompetencer og kan præsentere metoder og resultater på dansk og engelsk;
- Kan supportere komplekse analyser og test af egne opstillede hypoteser;
- Kan med fordel bruge Microsoft Excel, SQL, PowerBI, SurveyXact; og
- Har et Customer-centrisk mindset og en nysgerrig tilgang.
Vi forestiller os, at du har ledelsesmæssig erfaring og evt. kombineret med en uddannelsesmæssig baggrund som cand.IT, cand.merc, cand.polyt eller noget tilsvarende. Vigtigst er, at du har et undersøgende mindset, og at du, ligesom os, er interesseret i at nørde data. Vi håber, at din mentalitet gør, at du tør kaste dig ud i nye ting, og at du går op i at lære og udvikle dig.
En arbejdsplads fyldt med Fantastiske forbindelser
Du bliver en del af en foranderlig organisation, hvor der, på tværs af forretningen, venter dedikerede og dygtige kolleger, som kontinuerligt arbejder for at udvikle fremtidens teleselskab. Vi arbejder agilt, fokuserer indsatsområder ved hjælp af Kanban og praktiserer Tight-Loose-Tight som ledelsesfilosofi. Du kommer til at indgå i et team, med mange forskellige kompetencer som arbejder på tværs af vores kommercielle og tekniske områder.
Du kommer til at indgå i et team af Fantastiske forbindelser, der i høj grad sparrer og videndeler med hinanden, fordi vi tror på, at de bedste løsninger udvikles i fællesskab. Vi sætter en ære i at omdanne data til værdifulde indsigter, så vi hele tiden forbedrer måden at gøre tingene på – både for vores team, men også for hele forretningen og i særdeleshed vores kunder Det håber vi, du er med på.
Du kan læse mere om os her.
Interesseret?
Hvis du vil vide mere om stillingen, er du velkommen til at kontakte Director, Nanna Ibsen.
Er du vores næste Fanstastiske forbindelse, søger du stillingen via linket her på siden. Du behøver ikke skrive en ansøgning, men vi ser frem til at modtage dit CV og øvrige relevante dokumenter senest søndag den 29. september. Søg gerne før fristen, da vi afholder samtaler løbende med relevante kandidater.
Afdeling: Frederikskaj 8, København V
Lokation: Aalborg
Ansøgningsfrist: 29 Sep 2024
