CXP Specialist

Do you want to have a meaningful impact on our organization and the millions of people using our products and services? Are you enthusiastic about enhancing customer experience and implementing top-tier platforms across different parts of the business? If you have a strong sense of ownership, enjoy fostering innovation, and thrive in an environment where you can truly express yourself, then the role of Customer Experience Platform Specialist at Telia might just be the perfect fit for you. My name is Stefan Edström, and I head the Customer Experience Platforms department at Telia. I hope you find this job opportunity intriguing.

Ready to drive positive change?

We are on the lookout for a Customer Experience Platform (CXP) Specialist to effectively coordinate, implement, and maximize the utilization of the Voice of Customer (VoC) platform across all markets and channels. As a CXP Specialist, your main responsibilities will revolve around working with our CX platform, Medallia, which includes handling integrations, creating frontend reports, and ensuring that all markets have the necessary data for gaining valuable insights. This role will require you to manage various web behavior tools and methods of operation (WoW).

You will be responsible for liaising between the vendor, the Customer Experience (CX) cluster, and the countries. Your tasks will involve helping our markets in setting up new surveys, identifying key KPIs, and prioritizing areas where customer experience enhancements are most needed. Your role will also entail maintaining an overview of all current and upcoming use cases, recognizing synergies and best practices, supporting the VoC program team in reaching CX objectives, and establishing automated monitoring systems for CX metrics (CSAT/NPS) across channels. Additionally, you will provide assistance to all markets in survey creation and reporting, establish forums and relationships to improve platform utilization, and strategically collaborate on governance models and roles.

Do you fit the bill?

We are seeking a proactive individual who can thrive in uncertain situations and can influence and collaborate with teams spanning different functions to achieve goals. You should be customer-focused and analytical, with the ability to translate business requirements into features within our VoC platform. Strong communication skills, a results-driven mindset, patience, teamwork, and a commitment to continuous learning are crucial. You must be adept at managing multiple tasks simultaneously and communicating effectively. Understanding the IT environment in large organizations and familiarity with integration patterns are also key.

Relevant Experience:

• Experience in a large organization and skilled at expanding your professional network
• Preferred academic background in areas such as Data Engineering, Machine Learning Engineering, or Software Engineering
• API integrations
• Prior experience in the CX field, particularly VoC
• Experience with CX platforms like Medallia or Qualtrics
• High proficiency in constructing queries in data lakes, QV, or similar systems
• Familiarity with the complexity of IT landscapes when integrating and utilizing new systems
• Driving channel adoption

Telia offers more than just a job

Working with us means learning from talented colleagues worldwide, being part of a team that thrives on collaboration to tackle challenges and make a positive impact. We take pride in our inclusive environment where individuals are passionate about their work. Our strength lies in our diversity and drive to deliver exceptional products and experiences for our customers. In a world full of choices, if you are eager to create meaningful change, then you'll find your place here.

Join our team

If you're interested in joining our team, do not hesitate to submit your application. The deadline for applications is

If you require further information about the role, feel free to reach out to me at

We are looking forward to reviewing your application. To ensure the security of your personal information, we kindly request that you apply through our official recruitment system as we do not accept resumes via email or any other means. Background checks will be conducted during the recruitment process.

Welcome to Telia – Let's drive positive change together