Customer Experience Strategist

2 weeks ago


Stockholm, Stockholm, Sweden H & M Hennes & Mauritz Gbc AB Full time

**Our Team**

We are a dynamic and supportive team of professionals who share a passion for innovation and customer satisfaction. Our team is dedicated to shaping the future of our marketing technology landscape and ensuring alignment between business strategy and technological execution.

About the Role

You will be responsible for defining and driving the marketing and customer experience technology architecture, ensuring alignment with business strategies and marketing transformation initiatives. You will work closely with stakeholders across the organization to identify dependencies across business and technology capabilities, guiding them through necessary changes in process, information, and technology.

Your Key Responsibilities

  • Define and drive the marketing and customer experience technology architecture
  • Identify dependencies across business and technology capabilities
  • Provide strategic guidance to stakeholders on investment decisions
  • Analyze industry and market trends to identify opportunities and assess their impact on enterprise architecture
  • Develop and maintain architectural frameworks, standards, and best practices
  • Oversee and facilitate architectural decision-making
  • Collaborate with other architects and teams to design and implement key strategies, solutions, and current-state and transition architectures

Requirements

  • Bachelor's or Master's degree in engineering, computer science, technology, or a related field
  • 15+ years of experience in software engineering, business technology, or related roles, including 10+ years in a Solution or Enterprise Architecture capacity
  • Deep technical knowledge in paid and organic marketing channel technologies, attribution modeling, and content optimization
  • Strong understanding of Loyalty programs, CRM, CMS, CDPs, social media, journey orchestration, and SEO tools
  • Familiarity with AI/ML applications in marketing and customer experience
  • Knowledge of Customer Service technologies (e.g., voice, chat, email, social messaging, in-store experiences) and their role in delivering exceptional customer support
  • Proven experience from working with business & tech stakeholders with documenting & communicating architecture using one or several formal notations using EA Tools such as LeanIX
  • Experience in architecture governance and formulating architecture principles, standards, guardrails etc.
  • Experience in Data, AI & Automation architecture, designing for high-volume products for retail solutions

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for growth and professional development. You will have the chance to work with a talented team of professionals who share your passion for innovation and customer satisfaction.



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