Head of CX Business Improvement

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.

Do you want to lead the change?
At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. Without passionate people there is no positive progress… and likely no Volvo Cars. A dynamic global organisation committed to driving change awaits– a place where ideas can be freely expressed and creativity can flourish.
To further grow and reach our bold goals – committing to 1.2M new car sales by 2025, with 50% sold online and being fully electric by 2030 – we’re looking for free thinkers, the believers, the dreamers and most of all – we’re looking for you.

Some of the very exciting actions are within the Consumer Experience organisation, which is bringing the consumer voice forward and creating valuable consumer insights for the company globally to be able to deliver world-class consumer experience.

CX Business Improvement team - let’s introduce ourselves:
At Volvo, we are in the middle of an exciting transformation where new roles and goals are being created to meet the future needs of the organisation, with a strong focus on how we better understand our consumers. 
You will be a key leader to establish true CX-to-business partnerships and solidify the CX role within the company. In this role, you will analyse CX competence gaps within Volvo Cars making sure the team is able to provide the best possible CX function that continuously improves and exceed expectations. 
You will report directly to our Head of Consumer Experience who’s leadership approach is: “…to be able to share the same level of trust, passion and ambition with colleagues that I am working with. I try to do that by having a balance of focus on the plans and targets we should achieve for Volvo as a company, as well as focusing on the human beings that are delivering those results”

Head of CX Business Improvement – this is what you’ll do:
The CX Business Improvement is a newly shaped team at Volvo Cars, playing a part in an operating model where we will have senior CX Strategists driving the CX agenda and that are embedded in different functional leadership teams. As the team leader, you will:
•    Lead and grow the members of your team
•    Participate and contribute to the Global CX leadership team
•    Establish true CX-to-business partnerships and solidify the CX role within the company
•    Deliver on CX strategies within the company, and manage multiple cross-functional initiatives 
•    Identify and describe cases for improvement from consumers’ perspectives with relevant data and insights
•    Together with the team influencing global CX strategies with relevant input from business functions
•    Actively contribute to a competence gap analysis and plan for how to develop a general CX competence across relevant business functions
•    Analyse business opportunities and competence gaps to find new ways of creating business and consumer value within Volvo Cars
•    Identify improvement opportunities at both Operating Model and process levels, through data-driven insights and targeted diagnostic activities

We’re looking for you!
This is the right role for you with solid experience as a CX leader with broad experience in leading teams and delivering large CX projects. You have a broad business understanding, and a background in working close to the business in big companies, with omnichannel, products & services environments. You have a proven track record of working in a CX function that has had close collaboration with multiple business functions, and you will actively contribute to improving the operating model for adding value to the business. You are an expert and can utilize your experience and skills to guide in how to follow up on CX performance across multiple business functions. 
You are a natural change leader and will actively contribute to the strategy and planning of creating a consumer-oriented Volvo Cars – both with structural and cultural levers. You have worked in a global/multinational business environment and will contribute with experience from having led major CX change programs. For the role, we also value a relevant University degree.