Customer Experience Strategist
15 hours ago
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
- Develop and implement the customer experience strategy throughout the organization, focusing on creating content, insight, and KPI measurements.
- Foster a customer-centric culture across the organization and markets networks to deliver on our premium customer experience ambition.
- 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.
- Engage in change management by collaborating with key stakeholders across departments and regions to align objectives, expectations, and deliverables.
- 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.
- Continuously monitor and optimize customer experience KPIs, customer sentiment, and success metrics.
- Closely collaborate with cross-functional teams and markets to act on analytics and deliver on the roadmap.
Responsibilities
- Develop and execute on the customer experience strategy aligned with organizational goals.
- Lead customer journey mapping initiatives to identify pain points and opportunities for improvement.
- Drive data analysis and insights to continuously refine customer experience approaches.
- Oversee training programs to empower employees and network members with CX tools and knowledge.
- Collaborate with stakeholders to integrate customer experience practices into marketing, operations, IT, and customer service functions.
- Champion change management efforts to align teams and processes with the strategy and roadmap.
- Monitor and evaluate customer experience metrics, reporting progress to key stakeholders.
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