Experience Strategist to H&M Customer Experience & Sales

Company Description


Do you want to join H&M on a journey, defining the way we create a seamless Omni customer experience? If you have a genuine passion for growing business and see yourself in a role contributing to added customer value, a strong brand, and digital growth – join us and take part in setting how we work to deliver an outstanding omni offer for our customers.
Customer Experience & Sales (CX & Sales) is a newly established global cross-functional and customer-centric function within the H&M Brand focusing on delivering an outstanding customer experience. CX & Sales has a key role in enabling us to reach our brand direction, to become the leading destination for style, creativity and culture. As Experience Strategist, you will be right at the center of this shift towards a truly customer-centric organization.


Job Description


As Experience Strategist, you combine functional expertise with a holistic business perspective to be able to identify and drive our Experience proposition in the store channel. You translate overall group, company and brand direction into customer facing experiences, strategies, and initiatives for execution. You lead collaboration and stakeholder coordination to ensure alignment across organization.
Key Responsibilities
• Define, Develop and Drive the Customer Experience proposition and strategy in store formats, moments that matter and relevant touchpoints.
• Drive costumer centricity and champion a world class customer experience by conceptualizing and providing 360 experiences that bring our Brand to life
• Define, prioritize and secure solution delivery of the customer journey
• Assure elevation in execution across all relevant touchpoints in the customer journey in line with Brand DNA, creating one holistic and seamless CX
• Be an active partner representing the function in assigned value streams, securing reflection of our Customer Experience vision and elevation of store channel to OMNI environment
• Act as a business partner by driving costumer insights-based CX strategy framing & answering critical business questions by distilling insights from multiple data sources and turning these into actions & experiences
• Help set roadmap and desired state for how the Store component contributes to overall Customer Experience Strategy incl milestones, test agenda and deliverables.
• Develop briefs for sub projects and development streams to reach desired state
• Own the continuous improvement and evolution of the experience with target customer in mind


Qualifications


We are an organization built on collaboration. We embrace the totality and work towards a common direction and shared objectives, learning and adjusting along the way. We win as a team, focusing on our contribution to the whole. Everything we do, we do with the customer in mind, and we use data and customer insights in our decision-making. We believe that by having a clear direction to where we are going, we can all lead the way. At CX & Sales, we dare to choose, and we dare to be bold – think big, start small and just do it. We believe you thrive in this environment and want to join our journey ahead.
In addition, to be successful in the role we believe you have:
• Extensive experience in Customer Experience Design for Retail environments, including but not limited to retail design, service development and channel integration strategies
• Relevant experience in defining and developing customer journey mapping and evaluation with purpose to develop Customer Experience Strategies and OMNI layer
• Experience in working with User Experience development for digital & physical channels
• A proven track record in working with development of Customer activation and retail marketing strategies
• Experience from working for and with consumer brands in an international context
• Ability to be a trusted advisor with a strong affinity for action, pro-actively participate in strategic and tactical decision making.
• Ability to influence the organization for all teams, to display key Customer Centric behaviors:
o Clarity in what our brand provides to our customers.
o Connection with style, creativity and culture
o Customer at the heart of every decision
• Strong networking and stakeholder management skills. Engage partners, build partnerships – internal & external – and work collaboratively with others to meet shared objectives
• Experience in agile way of working including development and implementation.


Additional Information


This is a full-time position based in Stockholm If you feel your experience, skills and ambitions are right for this role, please apply with your CV in English as soon as possible but no later than the 12th of June. Please note that interviews will be held continuously.
At H&M Group we strive to have a fair and inclusive recruitment process. This is why we kindly ask you to not attach a cover letter to your application as they often contain information that can easily trigger unintentional biases.
We look forward to receiving your application!
H&M Group 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.