Customer Experience Strategist

15 hours ago


Gothenburg, Västra Götaland, Sweden Volvo Trucks Full time

About the Job

We are seeking a seasoned CX Manager to drive customer experience strategy and lead initiatives that foster customer loyalty and engagement.

This role supports Volvo Trucks Europe and International Sales Areas, ideal for a dynamic individual who can balance high-level strategic vision with hands-on execution.

Your Mission

  1. Develop and implement the customer experience strategy throughout the organization, focusing on creating content, insight, and KPI measurements.
  2. Foster a customer-centric culture across the organization and markets networks to deliver on our premium customer experience ambition.
  3. Create training content and paths to equip the organization and market network with the competence, tools, and processes to achieve the customer experience strategy and roadmap.
  4. Engage in change management by collaborating with key stakeholders across departments and regions to align objectives, expectations, and deliverables.
  5. Drive implementation of the customer experience strategy and roll out roadmap, including technology, data, and analytics necessary for a holistic customer view to meet current and future needs.
  6. Continuously monitor and optimize customer experience KPIs, customer sentiment, and success metrics.
  7. Closely collaborate with cross-functional teams and markets to act on analytics and deliver on the roadmap.

Responsibilities

  1. Develop and execute on the customer experience strategy aligned with organizational goals.
  2. Lead customer journey mapping initiatives to identify pain points and opportunities for improvement.
  3. Drive data analysis and insights to continuously refine customer experience approaches.
  4. Oversee training programs to empower employees and network members with CX tools and knowledge.
  5. Collaborate with stakeholders to integrate customer experience practices into marketing, operations, IT, and customer service functions.
  6. Champion change management efforts to align teams and processes with the strategy and roadmap.
  7. Monitor and evaluate customer experience metrics, reporting progress to key stakeholders.


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