CRM IT Business Analyst

Enable outsanding consumer experiences.
One of the core elements of Electrolux' strategy is to capitalize on the tremendous digitalization opportunities through embracing new technology/IoT, for example by connected appliances, a digital manufacturing and closer end-consumer relationships. These key development areas offer a huge opportunity to enable a digital interaction between consumers, customers and suppliers.
For our Business Area Europe, in the IT team we are after a CRM IT Business Analyst to manage the development of the Consumer Services operations and CRM within the framework of the Consumer Service roadmap. You will be a key IT contact point for the Contact Centre organisation in Consumer Service Europe, working closely with the business to help define and implement the new application landscape for the business area as well as enhance the existing applications. This entails both rolling out new solutions. You will also have the opportunity of managing the transition from existing legacy applications to new digital tools, driving not only the upgrade of IT applications but associated digital business transformation. Your main goal is to help the business organization understand how to leverage technology in the best way to innovate and simplify the Electrolux business. While joining the team you enter an inspiring environment, open for knowledge and expertise transfer, working in line with the Agile methodology.
Apart from leading smaller initiatives on your own, you will also work as part of ConCenT program, which is about having a 360° view of our consumers in every touchpoint and through providing outstanding experiences, creating brand loyalty for life. It will give us the possibility to manage the relationship with our consumers in a smart and effective way – it provides the means to a new way of working. ConCenT, however, is much more than simply rolling out a cloud-based IT system. It is an intricate network of interconnected systems which handle everything from how we onboard our consumers and store their data to how we manage our spare parts planning, schedule our service visits and tailor our marketing campaigns. Here, at Electrolux you have a chance to bridge innovative technology with influencing consumers' satisfaction.
To succeed in this role, you need to have a strong understanding of both Consumer Services and IT aspects as well as have an innovative and collaborative mind-set. You will be independently driving and organising the activities required to execute the agreed plan from IT point of view, keeping a mix between a strategic understanding of long-term vision with hands on operational implementation tasks.
This is a full-time position based in our Global Headquarters office in Stockholm where we are 60+ nationalities under the same roof and we're quite happy with the look and feel of the office. We are working with a hybrid model: from home and office.
Join us and become a part of this historic moment - the digital transformation of Electrolux!
A regular day at work
Lead IT implementations of new Process & Application requirements in the Consumer Services operations IT area. The role is focused on Contact Centre and Field Operations processes.
Manage relationship with both internal developers and external vendors and driving the prioritization of backlog items based on the business input
Provide Consumer services/channel business process and/or IT process knowledge.
Governance, maintenance, and continuous optimization of existing and new Consumer Service applications together with the business stakeholders.
Actively support Consumer Service User Group initiatives and collaborate by proposing and analysing the requirements for business and IT process improvements
Support the business in IT initiatives to transform the Consumer Service function from a Cost Centre into a Profit Centre.
Manage IT project budgets and plans for the area in question
Minimum requirements
• Strong capabilities to translate business needs into IT solutions
Technical knowledge of CRM tools: Genesys, C4C, and Google Dialog flow
Work experience in the End Consumer Service area - having an exposure on a variety of platforms (preferably including SAP Hybris suite).
Ability for action multiple projects at the same time and aligning on prioritization
Mentoring & coaching experience, eagerness to share best practice within the team
•Open mindset, innovative thinking, adaptability, quick learner
Additional requirements
Understanding of Contact Center/CRM processes related for consumer products
Project Management (track record of delivering on agreed time & budget)
At Electrolux, we take responsibility for our development in a supportive environment where we embrace our differences and learn from each other. In a truly multicultural setting, we shape living for the better and create remarkable experiences for employees and consumers, all around the globe.
We employ great people from a wide variety of backgrounds – not just because it's the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.
Find out more on:
https://www.linkedin.com/company/electrolux/life/sweden