Service and Journey Capability Designer

As Digital is one of the key drivers in the ecosystem of logistics and sustainable transport solutions, Scania in 2017 established a strategic central function with the aim of accelerating digitalization across Scania. Digital transformation is today engaging all parts of Scania’s business, from Product Development, Order to delivery to Sales & Service delivery. The central function is headed by Chief Digital Officer (CDO) Mikael Cato.

The digitalization efforts are managed and executed cross-functionally through CEO and Executive Board with integrated digital governance aiming at speed and impact with both here and now objects as well as targets set in the 2025 strategy


• Business CDOs working integrated into each of the functions’ management teams
• A Digital Officer network incl. their local digital offices, led by business representatives
• A central team of strategic, digital, and CX transformation capabilities (the Digital Office)

Key responsibility areas for the Digital office going forward are


• To develop select Digital Capabilities and in those, drive steep change in maturity across the organization
• To Inspire, challenge and work jointly with key decision-makers to set the Digital direction for Scania and ensure the Digital transformation gets embedded and driven throughout the business

One of the capabilities critical to the success of the digital transformation is Customer Experience.  Sitting centrally within Scania but with a global remit, the team will put in place the key building blocks to improve Scania’s CX maturity and create a framework so that customer experience and insights can truly influence the strategic agenda. 

What you will do

As part of the Customer Experience team within the Digital Office, the person we are searching for will bring experience and strong skills around CX, with experience working with customer journeys and a good understanding of what drives good customer experience.  Your role specifically will be to put in place the Scania-wide approach to Journey management and service design.  Some of this has started, but this role will further develop the overall framework and support local journey managers.  Important in this will be strong skills around service design, which is a growing capability across key parts of Scania.  This role will support other service design roles to ensure a consistent approach, development of the capability across Scania, and joining up service design work across the organization.  You will have a passion for improving customer experience and loyalty at an organizational/ strategic level, influencing strategic investment decisions with journey and service thinking to best meet the needs of our customers.

Within the CX team you will work with colleagues with expertise in customer research and CX metrics, and other CX capabilities. The team is primarily about capability building.  While initially there will be a need to be hands-on yourself to establish the foundations, prove the value of journey management and service design and gain momentum, in the medium term the objective will be to have frameworks in place to enable others to use these approaches.  Key to the success of the role will be working closely with stakeholders from across Scania.  Collectively, we will establish the CX foundations and ensure this is used to driven transformation across Scania.

The main tasks are the following


• Supports local service owners and journey managers on specific journey development
• Supports teams to complete analysis to understand and design operating model impacts across key journeys
• Contributes towards development, maintenance, and ongoing improvement of Journey Management playbook
• Leads CX and service design training and capability building work.
• Brings together journey materials from across Scania to ensure a coherent enterprise customer lifecycle is maintained
• Supports local journey managers, facilitate a community of journey and service designers, and build capability across the organization
• As required, support journey and service design work yourself
• Builds and maintains key relationships with business, project & journey teams across Scania
• Continually review the accuracy and use of journeys and evolve the approach/framework

Your profile


• You probably have a university degree or equivalent and 5+ years of experience working with CX and transformation, with expertise in using customer journeys to shape and drive improvement
• Ideally, you will be passionate and proficient across CX, journey management, service design, and transformation, being able to support stakeholders to drive business improvement
• Will have experience using journeys to bring together metrics, the voice of customer data, and other information for a senior leader
• Experience coaching leaders about how to use customer journeys to improve and transform the journeys and business outcomes
• You have an entrepreneurial drive and innovative approach and excel in taking initiatives and making things happen
• You are analytical, creative, and highly motivated to solve problems and creating lasting results
• You have the ability to structure and explain complex conditions in a concrete and educational way

Do you want to learn more?

Please contact Neil Dickson, Director, Digitalisation / Customer Experience at neil.dickson@scania.com.

Application

We look forward to your application!