Customer Satisfaction and Quality Data Manager

The Product & Services Quality department of Global PRO Customer Care is now looking for a Customer Satisfaction and Quality Data Manager to support and continue to develop our strategy around customer satisfaction. This role will be critical to further develop our ability to respond to customer business needs.
In the role of Customer Satisfaction and Quality Data Manager you will be taking part on a journey that will position Husqvarna as the preferred solutions partner for our professional customers.
You will structure the processes and set the requirements for the IT infrastructure necessary to collect and analyze customer feedback to provide valuable insights to the Customer Care management team and to our Customer Solutions Units.
In summary: it is all about getting better insights through data and thereby improve the decision foundation that can be brought into our business processes. As part of the job other quality data, related to the performance of our products will also be covered by the activities in this role.
Some of the key activities, but not all, that will be performed by this role are:
Implement the Customer Satisfaction process according to the Global PRO Customer Care strategy and set the requirements for the supporting backend IT tools in collaboration with the our Global Information Systems department.
Secure that we have tools and methods for Customer data acquisition, compilation and interpretation.
Oversee the ongoing maintenance of Power BI and development of quality data reports.
Development of new data flows to collect Customer Satisfaction surveys (such as NPS) Animate qualitative customer interviews and studies to deep dive into areas of interest.
Manage the information flow of customer feedback to enrich new product development in collaboration with our Customer Solution Units in Green Space Professionals and Tree Professionals.
This job offers a stimulating work that gives you a wide network and excellent opportunities for personal development and career within Husqvarna Group.

Your Role
As a Customer Satisfaction and Quality Data Manager you will be part of a global organization Product & Services Quality and will be joining their management team . You will be collaborating with the Global Technical Support, a department that is our third line of support working back office, supporting our after sales organization in complex and challenging quality issues. Other departments within Product & Services Quality are Quality Validation and Project Quality Management.
You will:
Develop, anchor and implement processes, methods & tools for how the Global Professional Business Unit should measure, analyze and present product and customer quality data about our products and services.
You will act as the project manager to secure the involvement and performance of the right stakeholders.
Together with the process development team, develop and introduce appropriate processes for data flows including analyzing and presentation of quality data.
Develop the internal competence and knowledge in the area of customer satisfaction by participating in trainings, symposiums and other meeting places to be at the forefront of the developments in your area.
Work closely together with, among others, sales, product development and after sales teams to develop automated data flows and standardized analysis and reports.
Be P&SQ's and the Global Pro BU´s primary spokesperson regarding customer satisfaction and quality data.
Based on scientific basis and well-proven experience - Develop and report data to create a good decision basis in the cross-functional project and environments.
Identify potential problems and shortcomings and address them to the right problem owners and, in the absence of ownership, make proposals for such.
Work to ensure that Husqvarna offers the best possible customer experience

You will report to the Head of Product & Service Quality in BU - Global Pro within the Customer Care organization.
Location: Preferably Huskvarna, Jönköping, Stockholm or Gothenburg in Sweden but the position could also be based at our local offices in Germany, The Netherlands, France, UK or Denmark.
Who you are
We are looking for a person who is willing to take the challenge and contribute to the execution of our customer satisfaction strategy. You must enjoy to create things from scratch and lead the change through the organization. You are able to create structured approach in data, processes and documentation. You are result-oriented and can easily collaborate with colleagues. You have a passion for customer care and have a good insight in what consequences there are when it is not there. Quality is your first priority and you aren’t afraid of taking the needed discussions around it. You are inspired of having customer at the center and reminding your colleagues about it whenever needed.
Required Qualifications
Bachelor or Master education in engineering or finance.
5 or more years work experience with Customer Satisfaction
Excellent English skills, both written and spoken.
Analytical, thorough, communicative, and result-oriented personality.
Ability to speak freely in front of medium sized audiences.
Highly organized and ability to manage several projects.
2 or more years’ experience with Business Intelligence and data analysis is a merit.

Desired Qualifications
Strong personal computer skills, to include but not limited to: Microsoft Office software applications (Word, Excel, Access, PowerPoint, Power BI, Sharepoint)

How to apply
Please submit your application with CV and cover letter. We do not accept applications via e-mail due to GDPR regulations. We process applications running, please submit yours today!
For more information about this position please contact Runo Malkolmsson, Director Product Quality and Services, BU Global Pro phone +46 70 624 73 17, e-mail runo.malkolmsson@husqvarnagroup.com.
For more information about the recruitment process please contact; Sofia Ekstrand, sofia.ekstrand@husqvarnagroup.com
Union representatives: Soili Johansson, soili.johansson@husqvarnagroup.com,
Cameron Rad: Sveriges Ingenjörer; Akademikerföreningen (Represents all Saco unions), Cameron.Rad@husqvarnagroup.com.