Customer Experience Project Coordinator

4 weeks ago


Stockholm, Stockholm, Sweden Etraveli Group Full time
About Etraveli Group

Etraveli Group is a leading company globally for tech solutions and fulfillment capabilities for online sales of flights. We strive to make the world smaller for our customers and bigger for our people. Our diverse team of over 2400 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do.

The Role

We are seeking a Customer Experience and Project Coordination Specialist to join our newly formed Customer Experience (CX) Team. As a key member of this team, you will play a crucial role in improving how millions of customers interact with our digital platforms. You will combine your experience in Customer Experience or Customer Success, Product Ownership, Service Delivery, UX Design, or Operations to manage both the improvement of customer journeys and the execution of key projects.

Your Impact

In this role, you will have a direct and lasting impact on our customers' experience. You will drive customer experience improvements and lead project coordination, ensuring timely execution and cross-functional alignment. You will use tools like Jira to manage and track customer experience projects, collaborate with teams like CX Insights, Customer Support Insights, Business Intelligence, and others to deliver projects that improve customer experience on platforms such as our app, MyPortal, and chat/IVR systems.

Key Responsibilities
  • Project Coordination:
    • Use Jira (or similar tools) to manage and track customer experience (CX) projects, ensuring timely execution and cross-functional alignment.
    • Collaborate with teams like CX Insights, Customer Support Insights, Business Intelligence, and others to deliver projects that improve customer experience on platforms such as our app, MyPortal, and chat/IVR systems.
    • Manage expectations and resources by driving CX initiatives from start to finish, ensuring timelines and deliverables are met.
  • Customer Experience Focus:
    • Contribute to building a unified customer experience pipeline by integrating feedback from platforms like Trustpilot, Metas, and direct user interactions.
    • Collaborate with CX Insights and Business Intelligence to turn customer feedback into actionable improvements for our digital services.
    • Work closely with teams within content, tech, and customer service to improve communication and the customer journey across different channels.
Requirements
  • 3–5 years of experience in a customer-focused, tech-driven role, such as CX Specialist, Customer Success Manager, Product Owner, UX Designer, Service Delivery Manager, or Operations Manager.
  • Proven experience leading projects from start to finish in a cross-functional environment, ideally using tools like Jira, Trello, or similar.
  • Experience working in B2C Customer Support is a strong advantage, providing insights into the challenges and needs of consumer-facing environments.
  • Proven ability to work with data, turning customer feedback into actionable insights and process improvements.
  • Strong communication skills, with a demonstrated ability to work collaboratively across different functions within an organization.
Who You Are
  • Customer Advocate and Project Coordinator: You're passionate about enhancing customer journeys and have experience balancing business needs with customer expectations. You've led or coordinated projects across multiple teams.
  • Tech-Savvy and UX-Driven: You're comfortable with tools like Jira, and your UX experience (if applicable) helps you design and implement improvements that directly benefit users.
  • Collaborative and Detail-Oriented: You work well with cross-functional teams, ensuring smooth execution and alignment on project goals.

We value diversity and promote equality in the workplace. We welcome individuals who are excited to learn and grow with us.

Benefits

We offer a flexible working environment, a central office location in Stockholm, a healthcare allowance, pension and health insurance, and a diverse and inclusive workplace.



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