Kommunikation 16 maj 2024

Product Owner

Period: 13/5 – 31/12 2024
Location: Stockholm on site 100%
Langauge: English

Product Owner – CX Measurements / Product Manager

The Consumer Direct Interaction – Experience Organization (CDI XO) team is looking for a Product Owner – CX Measurements. You will play a pivotal role in shaping the interactions between a company and its Consumers, with a focus on enhancing satisfaction, loyalty, and advocacy. You will analyse feedback and collaborate with various stakeholders in the organization, developing CX measurements strategies to deliver exceptional service and address pain points.

You’ll need to understand the Business initiatives and the Consumers’ goals to help them meet effortlessly. You will help creating a clear customer experience vision and strategy so to deliver outstanding consumer experiences.

In this job you will work closely together with several different functions such as marketing, sales and any other function that requires consumer feedback.

Key areas of responsibilities.

• Translate the consumer centric CX Measurement strategy into digital roadmap. Craft and drive roadmaps that deliver business outcomes.
• Deliver an excellent set of products and experiences in production. Work closely with the Engineers to translate the product vision into detailed product requirements and specifications.
• Prioritize product features, integrations, performance, security and scalability of the CX Measurements architecture.
• Manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.
• Research best practices, establish metrics, and collect and analyse customer data and feedback.
• Develop strategies to enhance engagement, reduce friction, and increase satisfaction at each stage of the End-to-end consumer journey.
• Own the implementation of the CX program backlog.
• Analyse, and evaluate Consumer behaviours and sentiments.
• Communicate the CX vision goals and KPI to stakeholders and across the organization.
• Define and constantly review the implementation of the VSS, NPS, CES, CSAT programs.
• Act as the central point of contact for product-related queries for CX Measurements Team and provide timely updates to stakeholders on product status and roadmap.

Who we think you are.

Consumer-Driven. You are passionate about the consumer and understanding new consumer behaviours. You keep the consumer top of mind, bringing an outside-in perspective.

Data and performance driven. Leveraging data and driving optimization comes naturally to you, and you are results and performance driven.

Change agent. You act as a change leader and leverage your experience and insights to educate, inspire and motivate your colleagues to drive transformation and deliver better consumer experiences and business performance.

Energetic. Your enthusiasm is infectious, inspires, and engages your colleagues and collaborators to achieve, deliver, be accountable and own their work. You will also have the passion essential to delivering results in both the short and long term.

Open. You encourage cross-collaboration, leveraging diversity and encouraging open feedback. You are a team player, able to strongly influence and work in a cross-functional team as well as a matrix organization.

Clear communicator. You have excellent personal communication and presentation skills. You can simplify complex ideas and translate it into useful insights for a variety of audience groups.

Position requirements:

• Relevant University degree (Marketing/Communication/Business related studies).
• 3+ years in CX Measurements and insights, web strategy, digital marketing, marketing or similar.
• International experience in multinational matrix organizations is a plus
• Proficient in Experience Management tools (Qualtrics XM is a merit)
• Knowledge of user-centered design principles, UX Design best practices, trends and emerging technologies.
• Strong project management.
• Proficiency in the MS Office suite.

Your application: CV + portfolio


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