Lead Digital Customer Experience (CX) Manager

To support Mölnlycke's next level of growth, we are now accelerating our value creation leveraging digitalization with new technologies, data and a New IT organization. Increased customer focus, enhanced business collaboration, adoption of a new DevOps operating model with end-to-end ownership of solutions as well as investment in our people to strengthen capabilities will be critical in building the New IT organization. As part of the New IT you will be empowered to make a true difference, not only for Mölnlycke, but also for patients and health care professionals across the globe.

We are currently recruiting for a Lead Digital Customer Experience Manager to join our company. The purpose of this position is to align towards and drive a seamless customer experience that makes every customer interaction with the digital touchpoints of the company more valuable, consistent and user friendly for all solutions. This position will coach and guide the delivery teams and especially the User experience managers to identify business-, customer- and user needs as well as translating these into visual prototypes, user interfaces and user-friendly solutions. The position also secures incorporation of customer or user feedback and quality assurance in order to maximize use, user experience and business value. We want someone that can visualize and understand the customer needs, before the customer themselves knows their needs.

Your key accountabilities

• Responsible for the overall customer experience of the solution within the Customer Experience and Customer Need to Value area and supporting the delivery team’s overall mission by driving for a seamless customer experience that makes every customer interaction with the digital touchpoints of the company more valuable.
• Drive deliveries in collaboration with the delivery team members to deliver on team commitments.
• Interacts with and constructively challenge users, customers & stakeholder to clarify needs & solution.
• Responsible for process and quality for:
• Development and consistent documentation of customer profiles, needs, requirements & processes including customer journeys.
• Development of scenarios, concepts and solutions based on business & user needs.
• Development of visual prototypes or designs and test with users & customers.
• Preparation and execution of usability testing with users and customers securing user satisfaction and validation of business value.
• Drives development of ways of working relating to customer & user experience including processes, tools and competences needed to secure capabilities.
• Coordinates and mentors User Experience (UX) managers & Business Analysts (BA) in architecture including the following:
• Actively monitors and identifies new relevant intelligence, best practice and knowledge within area.
• Drives and facilitates competence development and knowledge sharing within area.
• Supports in assessing capabilities (internal & external) within area.
• Owns and develops training modules within area.
• Owns key systems and consolidate tools and templates used within area.
• Contributes to development and implementation of the global IT strategy including digital vision & mission and digital technology innovation roadmap securing a customer experience perspective.
• Develop and maintain expertise in relevant areas including requirement management, UX-development & testing methods, prototyping, customer usability & experience best practice and relevant technologies, applications and data

Your Key decisions

Sole decisions

• Process, guidelines and ways of working relating to UX design, prototyping and testing

Shared decisions

• Decisions within Solution Delivery Team development scope taken with respective Solution Delivery Lead or User Experience Manager.

Your Qualifications

• University Degree in Engineering/Computer Science/Information Technology.
• Minimum 5 year’s work experience in IT-solution development with focus Customer and User Experience (CX & UX) and minimum 2 years in coaching, training and developing teams with ability to create and inspire a learning culture.
• Strong ability to gain understanding of customers’ business processes and unmet needs, while also managing expectations and scope.
• Strong ability to develop and present new ideas, concepts, approaches and solutions.
• Extensive experience from documenting customer profiles & personas, customer needs and customer journeys.
• Documented experience from developing new concepts and solutions, visualizing these with prototypes at different development stages and testing these with users & customers.
• Experience from agile development and DevOps methods.
• Practical experience of Design Thinking development methods.
• Experience from applying digital technology creating business effect relevant in area of responsibility.
• Technical experience in relevant platforms & technologies within the area of responsibility.
• Demonstrated business acumen and relevant experience of business, customers and/or functional area.
• Excellent oral and written communication skills, including presentation skills.
• Excellent interpersonal skills & relations with ability to work effectively with stakeholders in complex organizations

Please apply at your earliest convenience, we will review incoming applications continuously.

About Mölnlycke

Mölnlycke is a world-leading medical solutions company. We design and supply solutions to enhance performance at every point of care – from the hospital to the home proven it every day.

We specialise in:

• Wound management: including dressings with Safetac® such as Mepitel® and Mepilex®

• Preventing pressure ulcers: with Mepilex® Border used prophylactically and devices to help turn and re-position patients

• Surgical solutions: including Mölnlycke trays, HiBi® antiseptics and Biogel® surgical gloves

Mölnlycke was founded in 1849. Nowadays our solutions are available in around 100 countries; we’re the number one global provider of advanced wound care and single-use surgical products; and we’re Europe’s largest provider of customised trays. Our headquarters are in Gothenburg, Sweden and we have about 7,800 employees around the world.