Customer Journey Lead to Scania

Do you want to build Scania’s future of digital services? The combination of digitalization, electrification and connected vehicles will be a key to unlock future success for our customers, and that’s why we’re investing in our people and our technology like never before!

The world of transport and logistics is rapidly transforming into a sustainable ecosystem and at Scania we are facing the biggest shift in our history. To support this we have our fast-growing Service Portfolio and Delivery organisation, which comprises 200+ people in Södertälje. Our target is to take a leading role by introducing new tailor-made services and sustainable transport solutions. This transformation will change the way we do business and interact with our customers, and we ensure they stay ahead of their game.

Be part of the transformational change in the role as Journey Lead and make an impact by shaping the future of digital at Scania and revolutionize customer interactions.

WE OFFER

We offer you a role in a cross-disciplinary design team of dedicated and open-minded designers who always cheer you on and support you. We have a design community across Scania with knowledge sharing and design inspiration sessions and events, so we create a learning culture and dare to try new things and manages the risks. We are a global organization who has an agile workflow to meet our customers’ expectations.

YOU WILL

To meet the future needs of our customers and deliver services with premium customer experience, we have created a new role. In this role as a Customer Journey lead, you will work to secure a customer centric and seamless development of all products and services that relates to one of our core customer journeys.

To deliver the best possible customer experience, you enable an understanding of customer needs over the end-to-end journey. By ensuring that customer research is conducted regularly and insights are well documented and shared, you create awareness within the organization and spread actionable information. In tight collaboration with other roles, like for example product managers, product owners and service designers, you create a vision for the customer journey.

By using data and business insights, you identify key improvements opportunities/problem areas across the journey and facilitate execution coordination. You ensure that key metrics are defined and available for the organization, so that metrics can be used for identification of improvement areas You consolidate metrics to provide an holistic view of our customer satisfaction over the end-to-end journey.

Further you will be an advocate for the CX way of working by:

- inspire colleagues and share customer insights/stories as well as educate about the business importance of customer centricity
- Work in close partnership with service designer to embed principles and processes, ensuring content and channels are joined up across our entire customer journey.
- Establish collaboration and ways of working around the CX strategy and work with stakeholders to continuously iterate and innovate CX using data and insight to drive prioritization.
- Bring together different perspectives and competences that are crucial for delivering good customer experience.
- Keep up to date with CX best practice.

YOU ARE

You have a solid experience and a passion for delivering customer experience, mainly strong knowledge of Service Design, UX Design thinking methodology and customer journey mapping. You combine strong digital affinity and analytical skills to review and understand customer needs and interactions. Based on behavior data from different sources, you map and analyze customer journeys and convert insights into improvements and new opportunities. Influence stakeholders and create energy around an idea or an initiative are also important.

You are a strategic and creative thinker, able to inspire team members with compelling, well-thought design solutions. You love to come up with ideas, take initiative and contribute to doing things in a way that adds value to our customer journey. Further, you have exceptional written and verbal communication skills and a strong stakeholders management.

WANT TO LEARN MORE?
We are collaborating with Nexer Recruit regarding this recruitment. Please contact recruitment consultant Johanna Värmfors at [email protected] or call +46 730 82 21 30 if you want to learn more about the position. We are looking forward to hearing from you!