Customer Experience Manager
We are now looking for a hands-on Customer Experience Manager to join our global customer experience management program. The role will be located preferably in Tampere or Helsinki, and will be part of the customer experience program within our global Digital Marketing team.
As a customer experience professional, you know how to capture customer voice and contribute to change and actions to improve customer experience. As a Customer Experience Manager, you will have a key role in our customer experience management program. You will plan, implement and develop surveys and present actionable results in cooperation with a broad group of internal and external stakeholders.
Your main responsibilities include
- Planning and coordinating customer research activities with internal stakeholders focusing initially on transactional customer experience surveys
- Co-operating with external stakeholders to deliver high quality insight and analysis
- Co-operating with a global group of internal stakeholders to measure and develop customer experience and contribute to a culture change
- Reporting and analyzing the data in tools such as Salesforce, Excel, Power BI and driving change based on insight
- Delivering active, insightful and inspiring communication about the program
To succeed in this position you should already have a proven track record in a customer experience program. You have been responsible for delivering and running transactional surveys or relationship surveys. You have good project management skills and you are used to collaborate in an international environment. We appreciate stakeholder management skills.
You have a relevant Master’s Degree e.g. in Business Administration. You use Office tools fluently and in addition to excellent Excel and PowerPoint skills, you also have knowledge of Salesforce and Power BI. Experience in CEM tools or systems (e.g. NPX, Qualtrics) or Service Design methodology are seen as an advantage.
You have great analytical skills and development oriented mindset. You are able to communicate the core findings with attention to details. You are fluent in English; other language skills are a plus. You have excellent communication skills; you can share the insight and inspire both verbally and in writing.
This position may require occasional international travelling.
We offer you an opportunity to be part of a change management initiative contributing to the success of Metso. In this role, you will have excellent opportunities for professional growth. You get to work with stakeholders across the globe whilst having a support from a great team.
At Metso, we have an environment that combines a result-driven and respectful culture in an exceptional way. Naturally, you will have all the support, opportunities and benefits of a big, global company.
The job starts as soon as we find the right person.
Please send your resume and application with your salary expectation via Metso Careers page as soon as possible, latest by May 5, 2019.
For more information, please contact our Engage Program Manager Hanna Martin-Vahvanen by phone +358 400 36 3169 on April 23rd at 10-11 or April 29th at 14-15.
Metso is a smoke-free workplace in Finland.