VP Nordic Customer Excellence

14 hours ago

Solna, Sweden Telenor Sverige AB Full time

Are you passionate about driving customer excellence by challenging the status quo and thinking strategically? Do you have a vision for boosting customer-centric innovation across different business units? Are you ready to lead and execute key commercial projects in a Nordic context? If so, you could be the perfect fit for the VP, Nordic Customer Excellence role

As our VP Nordic Customer Excellence, you will be responsible for fostering a unified customer experience focus, approach, and best-practice sharing across the Nordic business units (BUs). You will identify and prioritise customer experience initiatives based on impact and synergies, and lead customer experience projects with a Nordic scope. You will work closely with the Nordic BUs and other functional teams across the Nordics/Group to deliver exceptional customer experiences, leveraging tools like GenAI to create personalised customer interactions and achieve automated, hassle-free customer journeys. A key aspect of the role will be developing the right operating models, governance, and culture to drive customer-centric innovation across the Nordics and the business units.

Does this sound interesting? We hope to read your application

What you will be doing:

- Engage Nordic Management Team and Business Unit CMOs in setting a Nordic vision and plan for customer experience
- Track and improve customer experience must-win-battles and initiatives across Business Units (BU)
- Be responsible for a portfolio of strategic projects across the Nordic markets, identifying top customer-centric initiatives (prioritising higher impact and synergies across BUs)
- Enhance customer experience performance transparency and carry out communication activities to drive engagement
- Ensure sharing of best practices across BUs, both in CX domain and other strategic areas
- Identify and develop strategic Nordic commercial partnerships/suppliers to capture innovation, scale and speed to market to enhance the customer experience
- Ensure that best practice governance structures and operating models are in place to enable efficient implementation and execution of initiatives
- Be responsible for a talented team of project managers and experts

Who are we looking for?

We are seeking a talented and experienced individual to join our team. The ideal candidate should have a Master’s Degree in Management, Economics, Finance, Business, Engineering or similar fields, along with several years of experience in strategic analysis, business development, or equivalent roles at a consulting firm, or within an internal corporate function.

The candidate we are looking for should have a deep understanding of the telecommunications (telco) industry and operational experience from commercial roles, along with familiarity with technical tools such as Generative AI to enhance customer journeys and enable data-driven operations. Additionally, the candidate should have recognised leadership experience with proven results in implementing initiatives, as well as strong business case, financial, and analytical skills. You should be structured and systematic, with the ability to plan, make clear priorities and allocate time and resources efficiently.

We are also looking for someone with strong interpersonal and organisational skills, and experience navigating complex stakeholder landscapes. Therefore, we believe the right person should be able to lead by influencing diverse groups at various levels within the organisation (including senior executives, managers, and subject matter experts) and across cross-functional and multi-national projects. It is important that you can build constructive relationships with senior leaders, CEO and CXO layers, to ensure successful program development.

If you also have experience working in a multi-cultural environment and have worked in two or more countries, this could be a great match. It is essential that you thrive working in a multicultural environment and are comfortable working with virtual teams.

As a person we believe you are:

- Bold, courageous and transformative
- Having a growth mindset, with strong commercial and financial acumen
- A natural leader in building strong cross-country collaboration
- A reflective leader with ability to build trust and motivate people

Other important information:

- Application Deadline: 11 February
- We conduct background checks through Semac AS
- Location: You can work from our offices in either, Sweden, Denmark, Finland, or Norway.
- For questions regarding this position, please contact hiring manager, Inger Gløersen Folkeson +47 995 20 166

About Telenor Nordics:

Telenor Nordics serves 10 million customers and society at large in Denmark, Sweden, Finland and Norway with services vital for our everyday digital life. Digital services provided on top of our fibre or 4G/5G mobile connectivity services are supporting the continued digitalisation and modernisation of private and public sector services and a central part of the green shift. Telenor Nordics’ ambition is to be the leading Nordic provider of both high-quality connectivity services as well as digital services beyond connectivity.

As a leader in driving new services, we also see ourselves as the leader in modernising our technology domain through sunsetting of legacy technology, through new ways of working and exploring new and extensive partnerships. Even though our customers’ needs are similar across the Nordics, our markets, competition, and positions are different, and we therefore always leverage the local BU strengths in our go to market.

As part of the Telenor Nordics team, you will be working in cross functional teams tightly integrated with colleagues from our business units across the Nordics.

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