Service Excellence Manager

Would you like to work in an international environment focusing on service excellence and improving the customer journey? If process excellence via IT tools requirement setting and the use of analytics to drive improvement initiatives are your areas of professional interest and you are keen to be a part of creating the best possible customer experience of international telecoms, this is the position you have been looking for.
Service Excellence Manager at Telia Carrier
The mission of the Customer Service unit within Telia Carrier Operations is to care for the full customer experience after service delivery. The unit consists of 24/7 Customer Support Center, Service Management and Billing units, and is supported by a small core team of service excellence managers to drive IT tool developments and improvement activities in the post-sales and post-delivery phases of customer engagement with us.
Your mission will be to:
Delight customers through excellence in caring for them. Frequent customer interaction (including escalation situations) will be a part of your job as well the interaction with many different teams and units within Telia Carrier and Telia GSO organisations
Have a relentless focus on customer experience of active customer services by integrating new services into the service assurance process, driving change and improvements, in particular for the area(s) of your knowledge leadership
Understand the bigger picture of strategic market and company changes, based on which initiate and be a driving force in IT development, analytics tools and process change
Understand customer and business impact of these changes and make sure to drive those that will drive the unit to be the industry benchmark
Influence decision makers within Telia Carrier Operations and be a link into Telia Carrier Products and IT to create the best support experience on the market

Personal skills:
The candidate we are looking for has the following personal skills:
Communicative and collaboration-oriented with good understanding of a multi-cultural environment and interest to work in such. Driving change across multiple units and disciplines
Strong commercial acumen, ability to create results
An extrovert, actively networking with the organization
Proactive and Customer Experience focused – with the ability to think out of the box when needed
Analytical and data driven with attention to detail – ability to collect and present data that helps the organization to improve, by i.e. putting forward the requirements to drive relevant IT developments

Education and experience:
A University degree in telecoms or other related area of technology
Experience from Customer Care & Support
Experience of operational excellence, IT tools and process improvement initiatives, stats & report creation and analysis, driving change in the team by both mindset and implementing new IT functionality
At least 3-5 years relevant international telecom and operational excellence experience
Software development skills is meriting
Fluent English written and spoken

Location:
Telia Carrier office in Solna.
Application:
Please submit your application in English through TS Job Market, no later than August 15, 2020.