Customer Experience Specialist - Car Service Operations

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.

About us
Car Service Operations is a function responsible for making life less complicated for our consumers when they need support, maintenance, or repair of their car. We provide efficient, desired, and sustainable solutions and concepts for our service providers worldwide. Our products are designed to enable an effortless experience for both our consumers as well as our service providers. 
Service Experience is a newly established team within Car Service Operations with the task to create user insights – both from a technician & customer point of view. The responsibility goes all the way from discover customer needs, explore solutions, validate concepts, and implement solutions in the markets. We are now looking for you interested in influencing how we can improve and design our future cars and future aftermarket products and services.
What you will do
The work is multifaceted, from consumers buying mobility to technicians working at various service providers using our aftermarket products. You will support and help the product teams towards effective solution considering what’s best for the user and the overall service experience. This through;
•    Identify, acquire, and analyze relevant facts & insights (consumer, business, technology etc.) to contribute to building up clarity in user needs.
•    Map and analyze customer journeys.
•    Establish and facilitate cross-collaboration with key stakeholders to continuously iterate and innovate our service experience feedback and insight to drive prioritization.
•    Communicate and visualize user insights as well as supporting the teams to develop within the field of service experience (methods, performing design sprints, tools, prototyping etc).   

Who you are
You have knowledge of customer journey mapping and service design. You have ability to map and analyze customer journeys and convert insights into improvements and new opportunities based on behavior data from different sources. Experience with the mix of quantitative and qualitative data together with a strength in using storytelling to share your discoveries, to influence stakeholders and create energy around an idea or an initiative. Preferably you have good knowledge about aftermarket business in the automotive industry and also experience in Agile framework. 
As a person you are an entrepreneur who wants to contribute building a new operation in a newly established team. You are also a true team player, inclusive and communicative as well as having a strong drive to achieve result.
You and your skills
You have a university education and experience from product development as well as experience from Customer Experience – as methodology, tools and strategies. 
You are fluent in English (verbal and written).
How to learn more and apply
If you have any questions about the position, you are welcome to contact Hiring Manager Camilla Rygaard, crygaard@volvocars.com 
For questions regarding the recruitment process, please contact Senior Recruiter, Pedram Yousefi
Pedram.yousefi@volvocars.com
Kindly register your application as soon as possible but not later than 20 January 2023.
Please note due to GDPR, applications via email will not be accepted.