CX Metrics & Performance 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.

Let us describe the challenge we offer
The mobility industry is changing, and Volvo Cars has decided to take a strong lead in this change. We are therefore committed to rethink and provide outstanding consumer experiences across all digital and physical touchpoints of our brand globally. 
As CX metrics and performance strategist you will be part of the Consumer Experience team responsible for the implementation of our consumer experience measurement methodology. Whether it is Net Promoter, Customer Effort, Customer Satisfaction scores, or a combination of all – we need a consistent program and analytical setup. You will lead and implement change across the entire organization with the aim to build a consistent feedback culture for all our products and services.

The scope of the role
* Develop and implement our global CX metrics program and KPI logic, and driving change of business outcomes
* Bring best practices to the organization, implement with focus and excellence
* Own and continuously refine CX metrics
* Drive insight generation and ensure applicability
* Support organization with generation and prioritization of CX insights to drive development of experiences, products and businesses


You and your skills
* +5 years prior work experience from consumer experience management & improvement
* Proven global track-record of leading a company's development of Consumer Experience metrics, such as Net Promoter Score, Customer Effort Score and Customer Satisfaction
* Worked at global level with implementing a CX metrics performance program, preferably outside of automotive, but mandatory with a focus on consumer relationship management
* Designed and established framework(s) for multiple levels/target audiences
* Experience of implementing with a state-of-the-art Consumer Feedback Management and other relevant CRM platforms
* Ability to tell a great story, putting numbers into context, through excellent presentation and interpersonal communication skills
* Possesses a sincere interest consumer insight, consumer experience, and brands
* Able to apply creative thinking to issues and to analyses/model qualitative and quantitative research data 


Competence and experience are important, but personality is key! 
We see that you have a personal interest to generate deep consumer insight, care about customers’ feedback and a willingness to change user experiences to the better. You also have an honest ambition to join a dynamic team that is deeply committed to transform the consumer experience in the mobility industry at global scale.

How to Apply and Connect
Is this you? Do not wait with your application! We will start the recruitment process immediately. We want your application September 10, 2020 at the latest. For questions regarding the position, please contact christian.schmidt@volvocars.com. For questions regarding the recruitment process, please contact charlotte.silfversparre@volvocars.com.
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