Customer Experience Insights Program Developer

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future. Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

CX Insights and Analytics team - let’s introduce ourselves:
Our team is responsible for shaping strategy for how we gather any kind of feedback from all parts of the consumer journey. This gives us valuable insights once we gather all the feedback into one analytics engine, visualise and present it to relevant stakeholders, and - most importantly - take action. These insights will be supporting business functions like sales, customer care, retail operations, UX, and our product offers. We are on a mission to enable Volvo Cars to listen to all global feedback from our consumers across the consumer journey gathered on one platform, as part of our global feedback program ‘One Voice’. To secure that we are bringing the best capabilities out of our feedback eco-system, powered by Medallia, we seek a colleague with extensive knowledge about the Medallia product landscape and how we bring out the best of its capabilities using elevated best-practices suggestions putting Volvo Cars as a leader not only in the industry, but in general when it comes to consumer feedback management.

In the role of CX Insights Program Developer, we are looking for a team member to join our Global CX team whom’ s purpose is to seek the answer to …“How do we continuously put Volvo Cars in the front seat of consumer feedback management by adopting our One Voice program and make us best-in-class of enabling the capabilities in the Medallia landscape?”

The deliverables we are looking for as part of this role are:
* Take charge of overseeing the implementation of new experience programs, as well as the expansion initiatives.
* Handle and assess enhancement requests to ensure a clear understanding of scope and manage them accordingly.
* Respond promptly to critical errors and implement necessary improvements to maintain a high level of quality for the One Voice platform.
* Provide support to the Service Now team by addressing their incoming requests.
* Enhance transparency and communication with stakeholders regarding upcoming releases, platform changes, updates, and more. This will be achieved through organizing demo sessions and informative meetings with key stakeholders.
* Analyse and understand the needs of stakeholders of the Volvo Cars Voice of the Customer program to identify gaps and develop the right tools and features, communication and training.

Who are you?
The CX Insights and Analytics team at Volvo Cars is a very passionate team that delivers in a high pace, but never compromising on the quality of the deliveries. It’s a small team so everyone takes on a lot of tasks and there is no prestige in the team. We expect you to be curious and to think consumer centric when making decisions and suggesting changes. Consumer feedback connects to many different stakeholders and teams within the organization, so stakeholder management and collaboration should be very high on your list of competences. In this role, we are seeking someone who has extensive knowledge of the Medallia portfolio, and hands on experience with the Medallia MEC and experience with working with Consumer Journeys is a plus.

Location:
This function operates from Volvo Cars headquarter in Gothenburg, Sweden. It is therefore the preferred location for the ideal candidate. Remote working a possibility, but you would be expected to work in HQ one week per month.