Consumer Journey Expert

4 days ago


Stockholm, Stockholm, Sweden Swedish Match - Stockholm Full time

Transforming Consumer Journeys

We're embarking on an extraordinary journey to deliver a smoke-free future. Swedish Match, an affiliate of PMI, is a leader in the industry with over 200 years of experience.

In the Nordic region, we have a talented team of 1,600 employees from various functions and teams, working together to achieve our vision. Our mission is to collaborate and deliver a smoke-free Nordics.

Your Role:

You will be responsible for designing and continuously improving the consumer journeys across the entire lifecycle in our Nordic markets. You will work closely with key internal counterparts to develop an omni-channel consumer experience and create seamless customer interactions.

Your Key Responsibilities:

  • Develop powerful consumer insights by aggregating data from multiple sources, enabling the design and deployment of a target consumer experience.
  • Identify and prioritize consumer pain points, gaps, and opportunities across the entire consumer journey.
  • Optimize local consumer segmentation based on global segmentation for IQOS, Snus, and Nicotine Pouches, and define meaningful local consumer propositions.
  • Define project briefs to improve relevant parts of the consumer journey across channels, as well as overall Net Promoter Scores.
  • Establish guidelines and monitor consistency of the omni-channel consumer experience across all channels.
  • Provide input on content development to ensure customer appreciation across the entire customer lifecycle.

About Us:

We are looking for a professional with a university degree or equivalent in Business Management, Marketing, Engineering, or Finance. You should have at least 5 years of experience in market research, marketing, or consumer experience, preferably in FMCG or other consumer goods companies.

What We Offer:

  • A global business with endless opportunities to progress.
  • An inclusive and diverse culture.
  • The flexibility to split your time between our office and the comfort of your home.
  • The chance to take pride in delivering our promise to society: a smoke-free future.


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