AI Business Developer - Vattenfall Customer Service Nordic

Company Description
Vattenfall is one of Europe's largest producers and retailers of electricity and heat. Our main markets are Sweden, Germany, the Netherlands, Denmark, and the United Kingdom. The Vattenfall Group has approximately 21 000 employees. We have been electrifying industries, powering homes and transforming life through innovation for more than 100 years. We are working for fossil freedom and are driving the transition to a sustainable energy system.
Vattenfall Customer Service Nordic is responsible for sales, billing, and customer service to Vattenfall's customers in the Nordics. Our headquarters are in Umeå, but we also have offices in Solna and Helsinki, and in total, we are about 300 employees who together support Vattenfall's various businesses through the customer interface. We are working for fossil freedom by guiding our customers to climate-smart solutions and we are passionate about quality and customer experience, having been awarded the best service in the Energy sector for the past two years. Our core value, People First, is embedded in everything we do, and we know that secure and engaged employees deliver the best customer experiences.
In 2021, Vattenfall Customer Service Nordic was awarded a prize from Unionen as Sweden's most LGBTQI-friendly workplace, and this year we have been awarded the Diversity Employer Gold by Women Ahead. We know that great working environment, first-class customer dialogues, and innovative thinking are based on all of us complementing each other. With us, you can proudly be who you are!
Vattenfall Customer Service Nordic is certified as a Great Place to Work®. The certification is based on an employee survey within the dimensions of Credibility, Respect, Fairness, Pride, and Camaraderie.


Job Description
Business Development is a unit within Customer Service Nordic, responsible for driving the strategy of Customer Service Nordic by leading business development and change initiatives. During the past year, we have been exploring what AI can do for us and as a result we have launched an ambitious plan for the next 2-3 years to accelerate our strategy utilizing the full potential of AI. We are now expanding the Business Development unit with dedicated AI Business Developers that will drive end-to-end delivery of AI initiatives to provide our customers with an improved and cost-efficient service experience.
As AI Business Developer, you will report to the Director of Business Development.
Main Responsibilities:
Drive AI initiatives end to end, from idea to implementation
Continuously analyze and iterate on improvement potential in delivery, both from a quality and efficiency perspective
Create a deep understanding of the customer journey and become an expert on customers' service experience and expectations
Monitor market trends and benchmark competitors' and other comparable companies' customer service offering
Be a "go-to person" for the customer perspective internally within the customer service organization and towards other business areas within Vattenfall



Qualifications
Your Profile
We are open to candidates with different levels of experience, but the most important thing is that you are a "doer" who gets things done. You should be driven by understanding how AI can help us develop and improve the customer service experience based on end-users' needs. You are self-driven and have a curiosity to look for challenges in delivery and present and implement solutions – guided by data. You work actively to build relationships internally and leverage your network to achieve your delivery targets. You prefer to work with short delivery processes, both by implementing smaller improvements with a short time to market and by dividing larger projects with long lead times into smaller partial deliveries. If you have experience in project management or participating in AI related projects, this is particularly advantageous.
University degree within a relevant field
Experience working with business or process development in customer service or similar operational environment
Ability to analyze quantitative and qualitative data to identify problems/opportunities
Excellent communication and collaboration skills
Experience in change management and stakeholder management
Experience in continuous learning/agile working methods/Lean is advantageous
Experience in AI technology is advantageous
Excellent English required, Swedish advantageous



Additional Information
Location: Solna or Umeå
Application: Please send us your application with resume and cover letter by September 30, 2024.
We will be reviewing and interviewing candidates on an ongoing basis, so we kindly ask you to apply as soon as possible.
Selection tests are part of the recruitment process.
Information
For more information about the position, please contact the recruiting manager Sami Pulkkinen at sami.pulkkinen@vattenfall.com.
For more information about the recruitment process, please contact Anna Uppstroem@vattenfall.com
Union representatives for this position are: Shahriar Badiei (Akademikerna), Christer Von Ahn (Unionen), Mikael Mukka (SEKO), Cecilia Bodin (Ledarna). You can reach them via Vattenfall's switchboard, +46 8 739 50 00.
At Vattenfall, we are convinced that diversity contributes to building a more profitable and attractive company, and we strive to be a good role model when it comes to diversity. Vattenfall actively works to ensure that all employees have the same opportunities and rights regardless of gender, ethnicity, age, gender identity or expression, religion or other belief, disability, or sexual orientation.
Vattenfall is part of Sweden's critical infrastructure, so many of our positions are security classified. If this position is security classified, a security check will be carried out before employment, in accordance with the Security Protection Act.