Customer Journey Strategist

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.

Do you want to be part of our passionate family?
At Volvo Cars, we believe that being curious and truly committed to understanding people is the key to future success. Without passionate people there is no positive progress… and likely no Volvo Cars. A dynamic global organisation committed to driving change awaits – a place where ideas can be freely expressed and creativity can flourish.
To further grow and reach our bold goals – committing to 1.2M new car sales by 2025, with 50% sold online and being fully electric by 2030 – we’re looking for free thinkers, the believers, the dreamers and most of all – we’re looking for you.

Some of the very exciting actions are within the Consumer Experience organisation, which is bringing the consumer voice forward and creating valuable consumer insights for the company globally to be able to deliver world-class consumer experience.

Global CX Strategy team - let’s introduce ourselves:
At Volvo, we are in the middle of an exciting transformation where new roles and goals are being created to meet the future needs of the organisation, with a strong focus on how we better understand our consumers. 
In this role you will have the responsibility to create the governance of how people will lead within CX. 

Customer journey strategist – this is what you’ll do:
In this role you will be driving the CX agenda to envision and map out end-to-end Consumer journeys, ensuring consistent consumer experience across all our channels.

As Global CX strategist you will:
•    Define how Volvo should work with one consumer journey vision around different touchpoints and departments and manage who is responsible and accountable
•    Establish cross-collaboration and ways of working around the CX strategy and work with key stakeholders to continuously iterate and innovate our CX using consumer and employee feedback and insight to drive prioritisation.
•    Contribute to building up clarity in consumer needs by using insights and relevant metrics, both quant and qual
•    Work in close partnership with UX to embed Consumer principles and processes, ensuring content and channels are joined up across our entire Consumer journey
•    Drive the competence agenda in the company for consumer journey management

We’re looking for you!
This is the right role for you with more than 5 years of experience and a passion for delivering customer experience. You have especially strong knowledge of Service design, business design, experience design and customer journey mapping.
You are curious about consumer trends, and ensuring services and experiences we design are innovative, commercially solid, and ready to build within the real world we operate within. 
Experience with the mix of quantitative and qualitative data together with strength in using storytelling to share your discoveries, influence stakeholders and create energy around an idea or an initiative. You have ability to map and analyse customer journeys and convert insights into improvements and new opportunities based on behaviour data from different sources. Understanding the omnichannel landscape and systems knowledge within CRM, E-commerce, marketing automation, customer service, and data analytics is also critical for this role. We also value a relevant University degree.

Who are you?
We are looking for you who enjoy working within a cross-functional team environment and communicating with many different stakeholders. You have strong analytical skills with a combination of consumer centric and commercial mindset, and you are a natural at explaining complex topics and operating models to senior business stakeholders.
You have strong and clear communication skills with a focus on finding solutions to enable deliverables together with a positive and consumer-focused mindset - always with customer demand at heart. You love to come up with ideas, take initiative and contribute to doing things in a new way that adds value to your area and continuously learn and develop. Your warm personality and eagerness to collaborate will be welcomed by all of us!