Vacant job

We are looking for an Investigator - new customer service agreement for an authority within traffic.

This is a consulting assignment. The location is Stockholm.

The position is full-time.

The assignment involves close collaboration with the client, which places high demands on flexibility and teamwork.

The Assignment

The role involves preparing and conducting the next procurement of a new customer service agreement that will take effect from October 2028. The assignment includes an initial feasibility study with a current situation analysis of existing agreements from both a business and IT perspective, as well as developing documentation and recommendations for the procurement. Subsequently, the role is responsible for requirement specification, leading the procurement process, and the subsequent implementation of the new agreement.

Responsibilities

Conduct a feasibility study with a current situation analysis of the current customer service agreement from a business and IT perspective.

Analyze outsourced customer service in the areas of SL, Waxholmsbolaget, and Färdtjänst.

Develop recommendations and decision-making documentation for direction ahead of the upcoming procurement.

Design and compile requirement specifications for the new customer service agreement.

Lead the procurement of the new customer service agreement.

Be responsible for the subsequent implementation of the new agreement.

Conduct clarifying investigative assignments as needed during the course of the assignment.

Requirements (Note, mandatory)

Fluent Swedish in speech and writing.

At least three (3) years of experience in management or governance within customer service operations with responsibility for processes, business development, and IT systems, corresponding to a senior management level, in an organization with at least thirty (30) employees. The experience must have been gained within the last eight (8) years.

Have two (2) years of experience working on driving procurement within public operations.

Completed at least two (2) assignments where you were responsible for analyzing business models within customer service operations, including external trends, analytical work, and identifying areas for improvement.

At least two (2) years of documented experience working with outsourced customer service, with responsibility for governance, follow-up, and contract management, corresponding to a procurement role.

Desirable

At least two (2) years of experience working on feasibility studies within public operations.

At least one (1) assignment where you were involved in the development of new technology, such as digital channels, telephony/technology platforms, or similar related to customer service operations.

Personal Attributes

Ability to quickly understand complex contexts and comprehend dependencies in the organization.

Communicates clearly, pedagogically, and tailored to the audience in both speech and writing.

High integrity and good judgment, especially considering work within critical societal operations.

Self-driven with a structured, meticulous, and responsible working method.

Very good teamwork skills and accustomed to building trusting relationships between various stakeholders.

About Us

Centio's overarching goal is to be a consulting company that offers smart and sustainable solutions that positively develop society.

Our employees are offered conditions tailored to the individual. This means that working hours, workload, workplace, and professional development are adjusted as much as possible according to the employee's needs.

Among our employees, you will find engaged individuals who are passionate about societal development. We work in small groups where you can contribute your experiences while also benefiting from others' knowledge and experience.

For us, well-being is important, and finding a healthy balance between work and leisure. Therefore, we have a zero vision against stress and prioritize well-being and health.

Please read more about us at centio.se.

Please send your CV in Swedish.

We look forward to your application!