Customer Experience Strategy Manager

At Nordic Entertainment Group, we entertain millions of people every day through our streaming services, radio networks, TV channels and production companies. From live sports and films to music and our own original shows, our purpose is to tell stories, touch lives and expand worlds. We’re now launching our Viaplay streaming service in a wide range of new markets and aiming to become the international streaming challenger. As a Nordic company with a global perspective and clear values, we’re looking for the best people to join us on our journey.

If this sounds like a challenge you’re interested in, we’re now looking for a Customer Experience Strategy Manager to strengthen our team in our office in Stockholm. We follow a hybrid model of working, allowing you to combine work from home with work at the office.

The position
One of the most important goals at Viaplay is to create a world-class customer experience that engages our customers and makes them stay longer with the service. We are working with many ways to improve the overall customer experience covering everything from content discovery and recommendations, personalized communication, rewards, product development, packaging, customer service and much more. Customer insights is almost always the starting point for every initiative.

The Customer Experience Strategy Manager will work with various Customer Experience related initiatives and help shape Viaplay’s customer strategy per market. A key part of this role will also be to work with our value proposition and launch strategy for our upcoming markets.

As Customer Experience Strategy Manger, you will be a part of Customer Experience team and the Commercial function and work with colleagues in a high-paced and ambitious growth environment. You will have daily contact with many stakeholders in both the Commercial function as well as Content, Marketing, and Product, Data & Tech.

Your key responsibilities will include:

- Drive the customer insight and customer segmentation work per market.
- Work with and develop the customer strategy per market (scope and direction, identify improvement areas and recommendations on actions).
- Drive the customer journey process (insights mapping, identifying pain points/improvement areas and recommendations on actions).
- Monitor and analyse key drives in customer behaviour and KPIs and identify activities for improvements.
- Drive customer insights project for our upcoming expansion markets and work with setting the target group and value proposition together with other key functions
- Stakeholder management




What we are looking for
To succeed in this position, we believe that you have proven capability to deliver high quality work with a pragmatic and flexible ability to learn and adapt fast. You have an ear to the ground and are curious about understanding customer behaviour and attitudes and what drives loyalty and engagement. You thrive in a high energy, team-driven environment where you are asked to have the strategic perspective to develop our business. You are a people person with high level of social and influencing skills with experience from cross functional work cooperating with different business functions.

Ideal candidates also meet the following requirements:

- Bachelor or master’s degree or similar in business and/or engineering
- ~5 years of experience from management consulting, customer experience, business development or marketing
- Experience working with both qualitative and quantitative insights
- Strong problem solving and analytical skills
- Outstanding communication skills, both oral and written
- Ability to work in an international setting
- Able to work independently on both a strategic and operational level
- Experience from tech/digital companies
- Project management experience
- Fluency in English, both oral and written. Swedish is desirable but not mandatory


What we offer you
We are a company that prioritises people over everything else - from every single employee to every single one of our millions of customers. What unites us all at NENT Group is our passion to create meaningful moments and evoke emotions with our content.

The essence of our values is defined by the beat we all have pulsing inside us. Defined by our people. Defined by the boundless passion we all share at NENT Group. Defined by how we inspire everyone around us, letting them feel that powerful, energising beat.

Bravery, Equality, Appreciation and Trust are our NENT values - and together, they form a powerful BEAT.

It’s time to hit play
If this feels like your kind of challenge, please apply and attach your CV and cover letter through our career page (https://careers.nentgroup.com/). We do not accept applications through email. Applications are handled ongoing. We encourage you to apply as soon as possible to ensure your application is included in the process. If you have any questions, please don’t hesitate to contact our recruiter Mathias at mathias.gunnstedt@nentgroup.com.

http://www.nentgroup.com/) is committed to equality and diversity and we welcome applications from all qualified individuals regardless of race, religion, age, gender, sexual orientation, disability, and marital status. We want to make sure your recruitment experience is the best it can be - so, if you’re selected for an interview, please let us know if there are any adjustments we can make that would be helpful for you.

Nordic Entertainment Group AB (publ.) (NENT Group) is the Nordic region’s leading entertainment provider. We entertain millions of people every day with our streaming services, TV channels and radio stations, and our production companies create content that is experienced around the world. We make life more entertaining by telling stories, touching lives and expanding worlds - from live sports, movies and series to music and original shows. Headquartered in Stockholm, NENT Group is listed on Nasdaq Stockholm (‘NENT A’ and ‘NENT B’).