Customer Research Lead

As Digital is one of the key drivers in the ecosystem of logistics and sustainable transport solutions, Scania in 2017 established a strategic central function with the aim of accelerating digitalization across Scania. Digital transformation is today engaging all parts of Scania’s business, from Product Development, Order to delivery to Sales & Service delivery. The central function is headed by Chief Digital Officer (CDO) Mikael Cato.

The digitalization efforts are managed and executed cross-functionally through CEO and Executive Board with integrated digital governance aiming at speed and impact with both here and now objects as well as targets set in the 2025 strategy


• Business CDOs working integrated into each of the functions’ management teams
• A Digital Officer network incl. their local digital offices, led by business representatives
• A central team of strategic, digital, and CX transformation capabilities (the Digital Office)

Key responsibility areas for the Digital office going forward are


• To develop select Digital Capabilities and in those, drive steep change in maturity across the organization
• To Inspire, challenge and work jointly with key decision-makers to set the Digital direction for Scania and ensure the Digital transformation gets embedded and driven throughout the business

One of the capabilities critical to the success of the digital transformation is Customer Experience.  Sitting centrally within Scania but with a global remit, the team will put in place the key building blocks to improve Scania’s CX maturity and create a framework so that customer experience and insights can truly influence the strategic agenda. 

What you will do

As part of the Customer Experience (CX) team within the Digital Office, the person we are searching for will bring experience and strong skills around CX, with experience working with customer journeys and a good understanding of what drives good customer experience.  Your role specifically will be to put in place the Scania-wide approach to Customer Research.  Some of this has started, but this role will further develop and own the overall framework, and both collate existing and develop new customer research and trends.  Important in this will be strong skills around research, trend analysis, and knowledge of the logistics and transport solutions sectors.  As part of the broader CX team, we will develop a wide network of stakeholders across Scania (and beyond), who are involved in CX and customer research work.  You will have a passion for improving customer experience and loyalty at an organizational/ strategic level – using customer research, trends, and understanding.   This insight will be fed into key decision-making forums to influence decisions with CX understanding and insight.

Within the CX team, you will work with colleagues with expertise in CX metrics, journey and service management, and other CX capabilities. The team is primarily about capability building.  While initially there will be a need to be hands-on yourself to establish the foundations, prove the value of customer research and gain momentum, in the medium term the objective will be to have frameworks in place to enable others to use these approaches.  Key to the success of the role will be working closely with stakeholders from across Scania.  Collectively, we will establish the CX foundations and ensure this is used to driven transformation across Scania.

The main tasks are the following


• Define and put in place a framework for customer research to provide journey centric view of Voice of Customer (VOC), which will include a regular cycle of a refresh to ensure it remains timely and relevant. 
• Engage stakeholders to gain buy-in for cross Scania adoption – integrating these approaches with normal management practice
• Collates local (market/ country level) VoC, complaints, customer-facing teams insights, etc. work to provide a single view
• Identifies research areas requiring additional work and appropriate ongoing ways to populate these. 
• As required, support journey and service design work with specific customer research
• Build and maintain key relationships with business, project & journey teams across Scania
• Continually review the accuracy and evolve the approach/framework
• Support future-looking teams with customer research into emerging areas.

Your profile


• You probably have a university degree or equivalent and 5+ years of experience working with CX and transformation, with expertise in using customer and market trend analysis and research
• Ideally, you will be passionate and proficient across CX, customer research, and insights, being able to support stakeholders to drive business improvement
• Will have experience with both primary and secondary research approaches, and in collating research from multiple sources into a usable format for senior leaders
• You have an entrepreneurial drive and innovative approach and excel in taking initiatives and making things happen
• You have the ability to structure and explain complex conditions in a concrete and educational way

Do you want to learn more?

Please contact Neil Dickson, Director, Digitalisation / Customer Experience at neil.dickson@scania.com.

Application

We look forward to your application!

About Scania

Scania is a world-leading provider of transport solutions, including trucks and buses for heavy transport applications combined with an extensive product-related service offering. Scania offers vehicle financing, insurance and rental services to enable our customers to focus on their core business. Scania is also a leading provider of industrial and marine engines. In 2019, we delivered 91,700 trucks, 7,800 buses as well as 10,200 industrial and marine engines to our customers. Net sales totalled to over SEK 152 billion, of which about 20 percent were services-related. Founded in 1891, Scania now operates in more than 100 countries and employs some 51,000 people. Research and development are concentrated in Sweden, with branches in Brazil and India. Production takes place in Europe, Latin America and Asia, with regional production centers in Africa, Asia and Eurasia. Scania is part of TRATON SE.

Employment Type: Permanent