Director Customer Engagement

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Position Type: Professional

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

The Global Headquarters for Volvo Financial Services is seeking a Director Customer Engagement to provide strategic direction to the customer experience and customer portal strategic initiatives.

As Director Customer Engagement your starting point will be to, together with your colleagues at VFS and in the broad cross-functional network at the Volvo Group, take responsibilities in the following areas:

• Own end-to-end customer experience journeys, insight gathering, and strategic measurement, and collaborate with markets to drive alignment on customer experience objectives.
• Embed a customer-centric mindset across the globe, fostering cross-functional collaboration and a unified approach to delivering superior service.
• Utilize deep insights and advanced analytics to identify pain points and opportunities in the consumer journey and develop strategies and implement tactics to address them.
• Establish and roll-out the company's customer experience roadmap including the technology, data and analytics needed to provide a 360-degree view of the customers' experience and capabilities needed to meet the current and future needs of our customers across various stages of their lifecycle.
• Create and implement an analytics framework to measure customer experience KPIs, customer sentiment and success metrics of the proposed and implemented strategy.
• Establish feedback sessions and close loops between customers' needs and markets to continuously refine CX strategies, ensuring the customers' voice is heard and acted upon.
• Collaborate closely with Enterprise Technology and various other stakeholders to integrate customer portal with CX initiatives, ensuring seamless and personalized customer experiences.
• Provide market insights and domain expertise to the VFS strategy for customer engagement.
• Manage existing customer experience and customer portal business resources.
• Attract new talent to customer engagement as requirements change and grow.
• Define deliverables for outside resources to achieve milestones in the customer experience and customer portal roadmap.
• Represent VFS in Volvo Group customer engagement cross-business activities looking for integration opportunities with Group customer engagement initiatives.
• Set and manage budgets for customer experience and customer portal initiatives.

Your future team
You will report directly to the Senior Vice President Marketing, Communication and Sustainability. In VFS, we demonstrate a clear vision to continue Transforming Together, a global mindset and a proven track record of successfully developing people, teams, culture, and leadership.

In many of our markets, VFS has won the Great Place To Work award, where Great Work is done. By interacting with each other as an on-site business, we build relationships, which allow us to work together more efficiently and form stronger bonds with our colleagues and customers. This position is located in Gothenburg, Sweden or Greensboro, North Carolina.

Do you dream big? We do too, and we are excited to grow together. In this role, we believe it is the right mindset that will make a difference at VFS. If you, besides your genuine interest in working with people in Transforming Together, also have a positive, service-oriented, and collaborative mindset, and take a proactive approach to handling all responsibilities, idea generation, and recommendations for productivity and efficiency - then we would welcome you to apply for this role.

We believe the successful candidate has an effective level of ambition and ability to understand team and corporate objectives, demonstrates superior verbal and interpersonal communication skills as well as ability handling confidential information and working with a high level of integrity and ethics. You have also proven experience including problem solving, research and analysis.

Qualifications likely required to be successful in this role include:

• Bachelor's degree (BS/BA) in Business, Marketing, or a related field preferred.
• 10+ years of experience in customer experience with a focus on customer onboarding, retention improvements, customer journey mapping and management, process improvement, or strategy where the primary function is to improve, track, measure, or influence customer engagement.
• Capacity to transform long-term strategies into effective tactical plans.
• A minimum of 5 years in a senior customer experience leadership role, preferably in the 2B2.
• Global experience planning and managing large-scale, customer journey strategies.
• Ability to operate at both a strategic level to align key business owners on CX priorities aligned to business results, as well as tactical level to lean in and drive the necessary cross-company collaboration for effective end-to-end execution.
• History of rapidly assessing situations, absorbing & applying new information to drive direction setting.
• Analytical thinker with experience in data-driven decision making and the ability to translate insights into action.
• Strong background in consumer and customer research and analytics techniques, customer strategy, process improvement, and customer journey design.
• Experience working in a fast-paced professional environment where sound business judgment and a flexible and adaptable approach are valued.
• Evidence of strong leadership and communication skills at all levels of the organization including C-suite/board level as well as peers and functional teams.
• Business mindset.
  

We offer a solid and competitive package of compensation and benefits, plus you will enjoy a diverse working environment with a culture of care and inclusion. As an investment, we support your personal development and growth to achieve your career aspirations. Volvo Financial Services is an on-site business and we understand that you might need occasional or temporary flexibility, which your leader is equipped to manage and fits well to our culture, as being together enables us to build upon our innovative and collaborative culture, as well as develop you for continued success.

If you want to make a real impact in your career, Volvo Financial Services is where you want to be. We look forward to meeting you.

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Who we are and what we believe in
Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.

Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group's leading brands and entities.

At Volvo Financial Services, we are working together to shape the world we want to live in. As the captive finance arm of the Volvo Group, VFS provides financial services and solutions that meet the needs of our customers' evolving business. Through our dedication to innovation, we support society in its adoption of sustainable transport and equipment solutions. VFS is headquartered in Greensboro, North Carolina, USA and serves Volvo Group customers and dealers in more than 50 markets.

Job Category: Strategy & Business Development

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world's most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.