Vacant job

Customer needs are changing rapidly, and expectations for simple, secure, and seamless customer experiences are higher than ever. Our customers interact with us through many different channels and across several businesses within the group, making a holistic perspective crucial.

To better meet these expectations, we are now expanding our team with an additional Customer and Segment Leader. This is a role for you who enjoys having an overview, collaborating broadly, and driving things forward, while always maintaining a sense for the details and understanding how they impact the customer's overall experience.

Your Responsibilities

The role consists of three primary areas of responsibility that together help us become better at understanding and meeting our customers' needs.

Customer Journeys – making it easy to be a customer

You help us understand how our customers move through our services and identify opportunities for improvement. Together with business and channel managers, you map out key customer journeys (e.g., moving house or signing contracts), track the effects of changes, and drive improvements that enhance the overall experience.

Segment Ownership – truly understanding our customers

You deepen our knowledge of prioritized customer segments: their needs, behaviors, drivers, and how they are influenced by the external environment. You keep segment descriptions up-to-date and ensure that insights are used internally, for example, for targeted marketing communications and the right prioritization of service and channel development.

Right Information in All Interfaces – keeping the whole together

Together with the business units, you create an overview of which changes in the product portfolio will affect customers in the short or long term.

Based on this overview, you create a timeline and coordinate information with those responsible for our channels, system administrators, and other key stakeholders affected by the change.

The goal is for everyone to have the same picture of what is to happen, when it will happen, and how it affects the customer journey, so that we can work together to find the best solution for the customer experience.

Your Team

The Customer Development unit currently consists of eight competent, experienced, and driven colleagues who together create an environment where both well-being and performance can thrive. We all share the same goal: to create a fantastic customer experience!

Your Qualifications

• You have a relevant university degree, e.g., in marketing, economics, or sales.
• You have at least 5 years of experience working in customer experience, customer insight, CRM, or customer journey work, preferably in industries such as energy, telecom, insurance, banking, or similar.

You are accustomed to leading projects, preferably in cross-functional contexts, and have strong analytical skills that allow you to turn insights into concrete improvements. You see the big picture but easily grasp the details that impact it, and you have a very good understanding of customer behaviors and needs. You speak and write fluently in Swedish.

To succeed in this role, you build trusting relationships with many different stakeholders, work proactively and structurally, and communicate clearly even in complex matters. You are a self-starter who wants to drive your own development while contributing to the development of others. As a person, you are curious, proactive, energetic, and highly driven.

Göteborg Energi is part of Sweden's critical infrastructure, and many of our services are security-classified. If this position is security-classified, a security clearance check will be conducted prior to employment, in accordance with the Security Protection Act.

Our Workplace

Göteborg Energi is an energy company owned by the City of Gothenburg. This means we work for all Gothenburg residents and with the entire city. In addition to delivering and developing new solutions in energy and city fiber for residents, businesses, and transport, we also work for a larger goal – a sustainable Gothenburg. Do you share our vision and want to join us on the journey to create a more sustainable everyday life for Gothenburgers? Welcome to Göteborg Energi!

As an employee, you can expect a workplace that is both exciting and developmental. We offer benefits that encourage a sustainable work life. It should feel safe to work with us, but it should also be fun. Here, you have great opportunities to grow in your role and develop within the organization. Read more about our offer at goteborgenergi.se/jobbamedoss (https://goteborgenergi.se/jobbamedoss).

We believe in a workplace with diversity and equality. Employees with different experiences develop our business! The strength in differences creates success. Do you share our values and want to contribute to an inclusive workplace? We look forward to your application!