Customer Insight Specialist

Customer Insight specialist - Stockholm

Do you think it sounds exciting to work cross-functionally in a global organization, have a wide network of contacts and be a key player for Customer Experience, CX? Are you passionate about creating good experiences along the entire customer journey, analytical and at the same time good at communicating and transforming data into actionable insights? In that case, the role of Customer Insight specialist with us at ASSA ABLOY Global Solutions, a division within ASSA ABLOY Group, is something for you.

Join our team at the head office in Stockholm, Sweden, where you get to collaborate with colleagues all over the world.

What you would do as our Customer Insight specialist

You will be part of our Marketing Communications team in Stockholm, but your daily work will involve close collaboration with our Business Areas (BA's) and Business Units (BU's) located all over the world.

Your main area will be to keep the division's strategic work with CX together, which means helping the organization analyzing the collected customer feedback and translating it into actionable insights, but above all to be the driving force that enables the organization to identify and implement activities aimed at improving CX in the short and long term.

You will also:

• Own the division's global CX and Net Promoter Score (NPS) program, which includes strategy and framework, as well as processes and systems for the customer surveys and ensuring consistency across the division.
• Support and guide BA's in NPS program roll-out, including educating and coaching the organization in NPS as a metric and method.
• Besides quantitative methods, also be the driver for qualitative studies, for example customer journey mappings, to gain more and deeper Customer Insights.
• Conduct webinars and workshops with the purpose to inspire and engage the organization to keep the focus on the customer and act to improve.
• Lead and support the Global Solutions NPS forum, with representatives from each BA.
• Seek collaboration across functions, BU's and BA's and encourage sharing of best practices.
• Administrative work, such as customer data management connected to surveys, to ensure the quality of the measurements all the way from send-out and data collection, to analysis and conclusion drawing.
• Follow-up on improvement activities to ensure that the organization meets agreed goals.
• Follow-up on CX KPI's with Global Solutions BA's, report & track Global Solutions divisional KPI's.

Some travelling is included.

The skills and experience you need:

We are looking for someone who:

• Has minimum 3-5-year experience of working with Customer Experience and Net Promoter score, with relevant education at university level.
• Is experienced in strategical work, at the same time having analytical skills and ability to interpret data and transforming it into easy-to-understand insights.
• Has a proven ability to collaborate with both management and teams across a global, multicultural business.
• Has commercial and business awareness, preferably from the B2B industry.
• Has excellent communication skills with the ability to communicate at all levels of an organization, ensuring clear and target group-oriented communication.
• Has proven track record in project management and is proficient in leading, coaching and follow-up teams to achieve agreed goals.
• Proficiency in English.
• Is a team player, bringing positive energy and the ability to influence, inspire and motivate people across the organization.

We look forward for a person who is curious and has an open mindset. A change leader who can adapt yet create structure and stay the course in a changing environment, and who wants to play an important role in our CX journey.

What we offer

We're passionate about providing amazing opportunities and benefits, so you can continue and progress a lifelong career with us - here's what we have to offer:

• Learning and career development opportunities, whether it's online learning, management training or enhancing your skills.
• A competitive salary.

We review applications regularly, so don't wait

We are building diverse, inclusive teams, and encourage applications from everyone who can see themselves working with us.

To make sure your personal data is safe, we don't look at any applications sent by email or post. If you have any questions about the role or the process, email Khalil Kabakibi, Talent Acquisition Business Partner, at Khalil.kabakibi@assaabloy.com.

Let's create a safer and more open world - together!

To find out more about us, visit www.assaabloy.com

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.