CX Strategy Manager

Company Description
Are you passionate about creating great customer experiences? Are you great at balancing strategic and holistic business and customer perspectives to drive business results? If yes, then we have the perfect opportunity for you!
Customer Experience & Sales (CX & Sales) is a global function within the H&M Brand focusing on delivering a customer experience with exceptional inspiration and guidance with competitive convenience. Bringing together expertise from both our business and from digital & tech perspectives, CX & Sales has a key role in enabling us to reach our brand direction – to become the leading destination for style through creativity and culture.


Job Description
We are looking for a dynamic and driven individual to join us as the CX Strategy Manager. In this role, you will have the opportunity to lead the development of our future customer experience and identify new opportunities for improvement. You will use your design-led approach to make the potential customer experience futures tangible and easier to decide on, while engaging with teams across the brand to ensure that new CX opportunities make sense from both a customer and business value perspective. You will collaborate across all functions across H&M brand.
Additionally, you will be overseeing research and data analysis to understand customer needs and preferences within the field. You will use this information to inform the development of customer journeys, personas, and experience maps. You will also be responsible for staying current on industry trends and sharing insights with the team and the organization.
Your key responsibilities will include, but are not limited to:
Developing and implementing the customer experience strategy and framework
Collaborating with cross-functional teams to drive customer-centric decision-making
Developing and tracking key performance indicators for customer experience
Leading and developing a team of service designers and UX researchers, fostering a positive and creative team culture
Communicating customer experience insights and recommendations to senior leadership.



Qualifications
We are seeking a highly motivated individual with a passion for leadership and a drive to make a difference. This exciting opportunity will provide you with the platform to bring your ideas to life, as you work with cross-functional teams and partners to develop and implement creative solutions.
As the ideal candidate, you possess extensive experience in leadership and team management, with a proven track record of successfully leading teams through exploration and hypothesis-driven validation phases. You have a deep understanding of customer journeys, and experience in customer journey mapping and design are valuable assets, as is your ability to work effectively under pressure and meet tight deadlines.
In addition, we are looking for someone who has:
Strong leadership and team management experience
Excellent collaboration and interpersonal skills
Experience in design thinking and problem-solving
Outstanding communication and presentation skills
Ability to work under pressure and meet tight deadlines
A Bachelor's degree in business, marketing, or a related field
Background in retail business is a plus
Strong analytical and time management skills.



Additional Information
This is a full-time permanent assignment based in Stockholm. If you feel that your experience, skills and ambitions are right for this role, please send your CV in English as soon as possible, but no later than the 27th of February. Due to GDPR we only accept applications through our career page.
H&M is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability, or age. We strive to have a fair and inclusive recruitment process. Therefore, we kindly ask you to not attach a cover letter in your application as they often contain information that can easily trigger unintentional biases.
We are looking forward to hearing from you!