Samsung Nordics offers an exciting work environment where innovation and technology meet. Here you get the opportunity to work with ground-breaking products and solutions that shape the future. We value diversity, creativity and professional development. Apply for this position and let your drive create change in one of the world's leading technology companies!

Purpose of the role:The CX Project Lead is part of the Nordic Customer Satisfaction team and has a key role in securing and optimizing a high-quality Consumer Experience across all touchpoints. Main responsibility is to drive improvement activities along the consumer journey with key focus around Contact Center and Digital Channels. Resulting in an enhanced customer experience to drive loyalty and an efficient customer service with high quality.

Job scope and key deliverables:

• Drive CX focus project implementations strongly connected with Contact Center Operation and digital channels.
• Collaborating with various internal and external stakeholders to ensure the end-to-end management of a project.
• Identify improvement opportunities along the Consumer Journey and Touchpoints.
• Ensure data driven decision making and prioritization.
• Pro-actively work with identifying issues related to customer journey and establish improvement projects.'

Role Tasks:

• Be the Project Lead champion in CS. Secure Consumer Satisfaction as the number 1 priority.
• Ensure successful deliveries of CX Projects. § Monitor and follow the status and results of the projects.
• Analyze performance and bring insights of areas that that need improvement
• Ensure regular reporting and communication about findings and discuss possible solutions with Touchpoint (TP) owners.
• Agreed actions should be documented in “Location/file/process to be agreed” with full background described
• Progress of actions and insights should be followed up regularly with the TP owners and progress reporting to the CS Director and BD
• Identify improvement and business opportunities and share findings with the organization
• Inform and keep the team up to date with the latest relevant insights. Work with relevant stakeholders define actions to address the topic or opportunity.

Main competence:

• Leading & DecidingTakes control and exercises leadership. Initiates action, gives direction
• Organizing and ExecutingPlans ahead and works in a systematic and organized way. Follows directions and procedures. Focuses on customer satisfaction and delivers a quality service or product to the agreed standards.
• Interacting and PresentingCommunicates and networks effectively. Successfully persuades and influences others. Relates to others in a confident and relaxed manner.
• Adapting and coping Adapts and responds well to change. Manages pressure effectively and copes with setbacks.

Otherqualifications:

• At least 3 years within Project management
• Contact Center experience
• Fluent in English,other Nordic languages are meritorious but not a requirement
• Be able to travel4-6 times per month in the beginning, will decrease by time.

START: Enligt överenskommelsePLATS: KistaOMFATTNING: HeltidLÖN: Fast lönKONTAKT: Carolina Elofsson (för frågor om tjänsten, ej ansökningar)SISTA ANSÖKNINGSDATUM: Urval sker löpandeUPPDRAGET LÖPER: 2024-07-31 - tillsvidareANSTÄLLNING:För denna tjänst anställs du som konsult via Oddwork och arbetar ute på uppdrag hos bolaget.

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