Senior Specialist, Digital Customer Experience

Senior Specialist, Digital Customer Experience

Haluaisitko olla osana kansainvälistä ja kasvavaa yritystä, jossa työskennellään joka päivä kestävämmän huomisen eteen? Jos vastasit kyllä, UPM voisi olla oikea paikka juuri sinulle! Olemme edelläkävijöitä uusiutuvien tuotteiden kehityksessä ja mahdollistamme vastuullisten valintojen tekemisen yrityksille sekä kuluttajille. Vastuullisuus näkyy meissä myös työnantajana – tavoitteemme on tarjota mielekäs ja merkityksellinen UPM-kokemus työntekijöillemme globaalisti. Arvomme – luota ja ole luotettava, tuloksia yhdessä ja uudistu rohkeasti – ovat toimintamme perusta. Tule luomaan fossiilisista raaka-aineista riippumatonta tulevaisuutta kanssamme!

We are currently seeking data analytic oriented Senior Specialist, Digital Customer Experience to join the Digital Customer Experience development team at UPM Plywood in Lahti, Finland. Other UPM office locations in Finland or in Europe can be considered.

Greetings from your future manager

Welcome to join our digital customer experience development team! We are strengthening our position as the industry leader in customer experience. We are searching for a Senior Specialist to our team who will play an important role in our digital transformation at customer front. Our vision for the future is full of exciting new experiences for our customers and we are speeding up our pace to turn those into great reality. If you like to amaze, you have passion for data, analytics and augmented human interactions, this is an excellent opportunity to become a part of the UPM Plywood digital development team. Mikko Tilli, Senior Manager, Digital Customer Experience

What you will do 

The purpose of this role is to support sales and business development organizations to drive business impact with industry’s best digital customer experience and data initiatives. You will participate in customer front digital development projects, support data utilization initiatives, create new experiences and build up solutions to help people to get the best out of our digital initiatives. You will work with internal and external stakeholders within the UPM Plywood business area globally.

You will collaborate with other data, analytics, and IT professionals, as well as a wide variety of stakeholders i.e. UPM Plywood Business Development or Sales and Supply Chain. You will also become a member of UPM Digi & Data communities, playing a key role in our journey to become a more data-driven organization. 

This role will provide you with an excellent viewpoint on digital customer experience processes in global manufacturing B2B business and offer learning and growth opportunities to advance your expertise.

In this position, you will: 

• Support our sales and other teams in their daily business activities to utilize existing tools and solutions to drive business impact

• Establish best practices how to use different data sources and reporting tools as an integrated source of knowledge to improve customer interactions and experiences

• Use modern reporting tools to visualise business data from different internal or external sources to support data-driven decision making

• Create data models to support versatile use of information at customer front

• Analyse different touchpoints and channels to find out possible ways to improve customer experience

• Analyze end-to-end data pipelines from customer experience point of view 

• Act as a technical support in digital and data development projects 

• Optimize digital touchpoints in all relevant markets and end-uses

• Support internal and external data consumers turning data into valuable insights using modern reporting and analytic tools

• Collaborate and communicate closely with wide variety of stakeholders

• Work with UPM IT and third parties to provide operational support for IT solutions

Who you are? 

• Possess expertise in human-digital interactions and data-assisted decision making

• Have experience in data analytics, visualisation, production economy and how to combine these to valuable services in manufacturing B2B business

• Have experience and knowledge of CRM (Salesforce), commercial product information management, generative-AI, business reporting and IT systems such as Azure, AWS, Snowflake, Oracle DW, Salesforce, and SAP 

• Have experience with data analytics and reporting tools, especially Power BI 

• Have programming and scripting experience, especially in relation to SQL and Python. 

• Exhibit excellent collaboration and communication skills, a drive to achieve goals, and a commitment to high-quality work standards 

• Passionate about exploring modern technologies, learning new skills, and sharing your knowledge with others  

• Fluent in both spoken and written English, Finnish language proficiency is considered as an advantage 

This is what we offer to you

• A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils.’ Our work is impactful and transformative.

• A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

• Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working

Additional information 

For further information, please contact Mikko Tilli, Senior Manager, Digital Customer Experience, tel. +358204156508 on 16.10. a 13-15 (GMT+3).

Please apply and attach your CV and cover letter by October 21, 2024. Please notice that we will go through the applications already during the application period and may invite candidates for interviews already before the end of the application time. 

For support with submitting your application, please contact the HR Service Center at careers@upm.com or tel. +358204146600. 

A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014. 

UPM Plywood offers  high  quality  WISA®  plywood  and  veneer  products  for  construction, vehicle flooring, LNG shipbuilding, parquet manufacturing and other industrial applications. In 2023 UPM Plywood sales was EUR 422 million and it employs about 1500 people. UPM has four plywood mills and one veneer mill in Finland as well as a plywood mill in Estonia.