Head of Customer Interactions

Are you our new Head of Customer Interactions in market Sweden?

As a market-leading credit management company, Intrum has a broad competence in debt collection services and we do business in 20 countries in Europe. We have more than 10,000 experienced employees in our group.

Our business is about helping others. Helping indebted individuals to get out of difficult situations. Helping businesses get paid so they can grow, hire and prosper. Which in turn is positive for the entire economy. You become an essential part of this circle with us, which gives your job at Intrum a deeper meaning. Regardless of your role or title
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Being at the forefront is everyone's job.
As the market leader, it is up to us to be at the forefront. Shaping the industry. Setting new standards. And wherever in the world your Intrum career path takes you, whatever role you play, you will contribute to growth, innovation and impact that makes a real difference.

To have the opportunity to grow.
In our organization there are many opportunities to advance, specialize and rotate. Or even try your wings abroad. It's up to you to make it happen. The fact that our business is about helping others – individuals and companies, means that your work also develops on a more personal level. Simply put, you will grow by making a difference.

The role

The role will report to Transformation Director Sweden

Location for this position is
Stockholm (Sickla)

Hybrid work. We see that hybrid work, where we as employees can work either from home or from the office, creates opportunities to perform and work effectively in virtual and real environments.

Purpose of role

As Head of Customer Interactions, you lead the CoE and own the end‑to‑end channel strategy and service model and the business development of the customer journey. The emphasis is on customer understanding, communication & interaction logic, segmentation and Next‑Best‑Action (NBA). You set direction and prioritise capabilities, while the PO, Genesys Cloud is responsible for technical delivery (configuration, release, run). You hold line management for Genesys/omnichannel engineers and Business Analysts.

Responsibilities of role

• Own and evolve the channel strategy & service model (voice/IVR, chat, email, messaging, portal/self‑service, Virtual Assistants) with targets for FCR, AHT/ACW, queue/wait, digital containment, CSAT/NPS.
• Lead the business development of Proactive & Intelligence‑Driven CRM (segmentation, Customer‑360, propensity models, NBA and real‑time channel orchestration).
• Ensure customer insight & journey design (qual/quant research, experimentation/AB tests, content & dialogue design) that guides technical development (by the PO, Genesys Cloud).
• Prioritise value streams/backlogs (WSJF/ROI), define MVP→scale, own benefits, budget/funding and before/after measurement.
• Line management: recruit, coach and develop engineers and analysts; plan capacity and ensure PI/sprint delivery discipline.
• Govern compliance (DPIA, data protection, QA, recording/archiving) and measurement (standard KPIs, leadership reporting).
• Partner with Data & AI CoE (intent, routing, sentiment, conversational/GenAI), Automation CoE (RPA/IDP/orchestration) and Tech Enablement (integration/API, identity/SSO).
• Leading change and/or transformational activities and creating followship and influencing others

Your Background

• 7–10+ years in contact centre/omnichannel/CRM, several in leadership with benefits/value responsibility.
• Proven record in channel strategy, service model, journey optimisation and business development.
• Strong grasp of Genesys Cloud (or equivalent) from a capability/business perspective; technical delivery sits with the PO, Genesys Cloud.
• Comfortable with segmentation, Customer‑360, NBA and value tracking (FCR, AHT/ACW, CSAT/NPS).
• Agile/SAFe, portfolio/backlog governance, benefits tracking and outstanding stakeholder leadership.
• Nice to have: GenAI/conversational AI & agent assist, identity (2FA/BankID), Azure‑aligned data platforms.

Who are you

A customer‑ and value‑oriented leader who blends strategy with execution. You set direction, prioritise decisively and create clarity—letting customer insight and ROI steer capability development.

You act according to our values. Our values are not words. They are everything.

Behind our global expansion and major digital transformation are four simple but powerful values. Ethics. Devotion. Solutions. Empathy. It is the values that drive our everyday life, regardless of how big we become. Others may think they are small things. But for us, they are everything.

Are you curious or have questions?

You are welcome to contact the recruitment manager for more information: Nima Ghorbani.

Only applications received through our online system will be considered.