Fully owned by BNP Paribas, Arval was founded in 1989 as a specialist in full-service vehicle leasing and new mobility solutions for its customers, ranging from large international corporate groups to smaller companies and individual retail clients. More recently, we have diversified our business to become a key player in integrated mobility, addressing a wider audience that includes drivers and private individuals.

As part of the Commercial, Personal Banking & Services division within BNP Paribas Group, we benefit from a worldwide network, which has played a key role in our international growth. Our 8,000 employees operate in 29 countries, and we lease over 1,700,000 vehicles.

The main missions is to increase quality standards and employee awareness of service quality and customer experience in Arval Sweden.

Main responsibilities:

Customer Experience & Quality

• Focus on service culture
• Manage client feedback, teams performance and quality systems.

The “quality” culture

• Promote and facilitate Quality policies
• Manage quality communication

The voice of the customer

• Manage satisfaction surveys (NPS) and promote internally

Performance monitoring

• Implementation of appropriate quality KPIs

Complaints management

Share and adopt best practices

• Ensure quality standards

For this role, the successful candidate should:

• Analytical and structured thinking
• Open minded, curious about new ideas, initiative spirit
• Ability to influence stakeholders
• Team spirit and delegation
• Customer centric, ability to lead process improvement and implement cross departmental changes
• Clear communication with all levels and strong interpersonal skills
• Dynamic, very well organized and result driven
• Experienced in working with a framework of a Corporate center and international environment
• Knowledge of Operational Lease market is a plus

To apply for this role, please submit a current CV