Senior Manager - Consumer Experience Data Reporting and Analytics

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.

We’re on a mission
As part of our global feedback program ‘One Voice’, we will enable Volvo Cars to listen to all global feedback from our consumers across the consumer journey gathered on one platform. To assure that we use the data collected through the feedback platform in relation with operational and behavioral data, draw relevant conclusions and present the CX insights in an understandable and engaging way, we are looking for a colleague with extensive experience in data analytics, consumer feedback and data-storytelling, to set the direction and baseline of the CX Insights Team.

As Senior CX Insights Reporting and Analytics Manager, you will join the Global CX Team and help us to provide the answer to …
“How do we present CX analytics and reporting insights in formats and processes that are both relevant for individual functions and teams, as well as connecting cross-organizationally for the full consumer journey?"

The Consumer Feedback Team at Volvo Cars is a very passionate team that delivers in a high pace, but never compromising on the quality of the deliveries. It’s a small team so everyone takes on a lot of tasks and there is no prestige in the team. We expect you to be curious and to think consumer centric when making decisions and suggesting changes. Consumer feedback connects to many different stakeholders and teams within the organization, so stakeholder management and collaboration should be very high on your list of competences.

What you will do
In this role, you will manage the strategy and guidelines for analytics and reporting of consumer experience insights across Volvo Cars, specific to consumer feedback along the consumer journey. You will support in outlining the CX reporting and analytics team, hiring the right people with the right competences to deliver on the global feedback and insights strategy.

Further, you will translate data analysis into consumable reports and dashboards and develop actionable and easily understood insights and recommendation for stakeholders across the organisation, visualizing a representable and actionable voice of the consumer.

You will capture, interpret, and use complex data to identify customer pain points and to develop actionable opportunities for the business to improve key Customer Journeys and business performance.

Developing analytical models and processes that are easy for everyone to work with and understand will be part of your scope together with fostering a consumer-oriented culture throughout all functions and competence levels among Volvo employees.

Who are you?
Experience is important, but attitude and mind-set is everything! We are a very diverse team, but we all share the same core values and set of behaviours. If you are a natural curious person, who believes that the best results are created through collaboration and striving towards a shared direction – then you will fit right in. We are also strong believers of that sharing the same passion is a key to act as one team and to create the desire to achieve outstanding results. And our passion is to help Volvo Cars to have empathy for our consumers, and that we put the consumer in focus in all parts of the company.

Your experience
In this role, we’re seeking someone who has extensive experience in working with consumer analytics, journey analytics, data modeling and CX insights. We expect you to showcase substantial experience in data-storytelling and reporting, both on a qualitative and quantitative level for different functions (higher and lower management). Having worked with consumer journey design and service design is a plus.

How to connect and apply
Please contact Senior Recruiter Lotta Ericsson at lotta.ericsson@volvocars.com for questions regarding the role and the recruitment process. This position is based at Volvo Cars’ international HQ in Gothenburg. 

To apply, please register your profile at our career site and attach your application documents as soon as possible but no later than April 3rd 2022. Interviews will be held continuously and please note that applications by e-mail will not be accepted due to GDPR. 

Welcome with your application!