Customer Experience Manager

2 weeks ago

Copenhagen, Copenhagen, Denmark Telenor Full time

Motiveres du af at optimere kunderejser og levere særlige kundeoplevelser? Er du entusiastisk omkring kundedialogen, og at omsætte kundebehov til produkter og løsninger? Så er du muligvis den Customer Experience Manager vi netop er på udkig efter. Hos Telenor stræber vi efter at forstå vores kunder og skræddersy løsninger, der matcher deres behov – dette mål er kernen i vores designproces. Interesseret?

"Vi vil gerne være tæt på vores kunder og tilbyde de løsninger, de har brug for. Det handler om at være dybt engageret i en brugercentreret tilgang til både optimering og produktudvikling. Som CX Manager er du i frontlinjen og du udfører både kvantitative og kvalitative undersøgelser for at prioritere de initiativer, der virkelig kan tage kundeoplevelsen til nye højder"

Elisabeth Czajkowski Jørgensen, Manager - CX Design

Gennem samarbejde på tværs af organisationen skaber du solide kundeoplevelser
Som CX Manager bliver du organisatorisk placeret i vores Consumer Division, som arbejder med både Telenor- og CBB Mobil-brandet, hvilket betyder, at du kan forvente at arbejde på tværs af de to brands. Du bliver en del af et fagligt CX-team, som har høje aspirationer om at levere gode kundeoplevelser. I Telenor arbejder vi desuden i value streams centreret omkring de forskellige produktområder. Du vil dermed også indgå i et value stream i tæt samarbejde med en Product Owner og andre fagspecialister i streamet. Det er her, at størstedelen af dine arbejdsopgaver vil ligge.

I denne rolle bliver du ansvarlig for at forbedre kundeoplevelsen og designe de løsninger, som skal udvikles og implementeres af andre, på baggrund af analyser og research. Derfor er det især vigtigt, at du, gennem forskellige former for prototyping, kan formidle konkrete løsninger og skabe forståelse for skiftende behov i kunderejsen eller produktet, til streamet eller andre interessenter.

Dine kerneopgaver vil være centreret omkring at:

  • Analysere
    og kortlægge de forskellige kunderejser;
  • Undersøge
    brugertests og andre typer inddragelse af vores kunder gennem kvalitative tests;
  • Designe
    forbedringer på tværs af kunderejsen med udgangspunkt i indsigter og i samarbejde med andre interessenter;
  • Identificere
    mulige forretningsregler eller ændringer til eksisterende kunderejser;
  • Samarbejde
    og afholde workshops med resten af streamet og sammen få besluttet de regler, der skal implementeres; og
  • Formidle
    konkrete løsninger til UX'ere, udviklere og andre interessenter.

Du er nysgerrig, udadvendt og motiveres af at samarbejde om løsningen
Vi forestiller os, at du har evnen til at identificere kernen i problemer, hvilket er essentielt i din rolle som CX Manager, samtidig med, at du formår at bevare overblikket. I dit arbejde med at designe forbedringer og løsninger, er du opsøgende og du formår at inddrage andre, således at du kan skabe et netværk med relevante stakeholders. Du drives af at udvikle dig, arbejde iterativt og du tror på, at vi lykkedes bedst, når vi gør det sammen.

Du vil trives i jobbet, hvis du motiveres af at drive initiativer og har en nysgerrig tilgang til nye opgaver. Dit engagement og din vilje til kontinuerlig udvikling vil blive værdsat, da vi stræber efter kontinuerlig forbedring - både individuelt og organisatorisk. Du har din teoretiske værktøjskasse fra en videregående uddannelse inden for service design, oplevelsesdesign eller lignende, samt praktisk erfaring inden for lignende stillinger eller relaterede områder med fokus på optimering af kundeoplevelsen.

En arbejdsplads fyldt med Fantastiske forbindelser
Du kan se frem til en at blive en del af et team, hvor tonen er uformel og der er plads til grin. Vi tror på, at alle har noget værdifuldt at bidrage med, og der er frihed til at udforske sine idéer og sætte sit eget præg. Samtidig støtter vi medarbejdere i at udvikle deres færdigheder og bygge på med viden, som kan løfte medarbejderen i sit arbejde og resten af teamet. Samarbejde og teamwork er noget vi værdsætter højt, som også kommer af en åben og kærlig kommunikation. Glæd dig til at arbejde med fagligt dygtige kolleger, som vil inspirere dig, udfordre dig og sikre, at det er sjovt at gå på arbejde.

Vores nye Customer Experience champion kan enten være tilknyttet vores kontor i København eller i Aalborg – det afhænger af, hvor du har bopæl. Dog skal der forventes rejseaktivitet mellem de to lokationer i løbet af året.

Som arbejdsplads har vi fokus på at skabe Fantastiske forbindelser imellem hinanden og vores kunder. Med de nyeste løsninger og det mest effektive netværk skaber vi små mirakler i en verden, der aldrig står stille. Som mennesker er vi ligetil og udvikler hinanden. Vi udfordrer os selv og markedet ved at gå nye veje med vores innovative tankegang og teknologier. Vi er den digitale livsnerve, der forbinder mennesker, virksomheder og samfund.

Interesseret?
Er dit hoved ved at eksplodere med spørgsmål, er du velkommen til at kontakte Manager, Elisabeth Czajkowski Jørgensen via kontaktoplysninger til højre. Kan du se dig selv i rollen og har du interesse i at blive vores nye Fantastiske forbindelse, søger du blot stillingen via linket øverst på siden her. Du behøver ikke sende os en ansøgning, men det vil være værdsat at se et CV fra dig. Derudover har du mulighed for at sætte et par ord på dig selv i vores ansøgningsskema.

Vi ser frem til at høre fra dig senest den 12. maj 2024.

Afdeling: Frederikskaj 8, København V

Lokation: Frederikskaj 8, 2450 København SV

Ansøgningsfrist: 12 May 2024

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