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Senior Manager Customer Experience and Journeys

It is not every day that someone launches a new mobility brand, but that isn’t what is unusual about us. Lynk & Co is the future of car ownership that is subscription based, the mobility equivalent of Netflix. We are a new global urban and sharable mobility brand focusing on the needs of the connected generation.  We challenge the conventional car industry of today. Our fast-growing team based in Gothenburg, Amsterdam and Hangzhou, are reshaping mobility as we know it.

 

We are currently expanding to provide the capability for our global market entry and your contribution may be key to our success. If you share the passion for creating amazing customer experience, have an open mindset, thrive on innovative ways of working and want to be part of a global, diverse and agile team, you sound like you might be our next colleague.

 

The following position is currently open for application:

 

Senior Manager Customer Experience and Journeys

 

As a Senior Manager Customer Experience and Journeys you will have the overall responsibility to lead, build and drive the Lynk & Co awesome Customer Experience and Journeys. With our consumers in mind, you translate strategically the brand into emotional interactions in all touchpoints and journeys providing a seamless and unified experience.

 

This highly visible role, will work under the VP Customer Experience, and in close cooperation with cross-functional departments. You have the responsibility for developing the experience strategy and to visualize the journeys and securing the consistency of one Lynk & Co experience. You will support the end-to-end journeys implementation, and the operational loop to continuously improve the customer experience. You are also responsible for the quality control of the customer experience on the different markets in co-operation with the local teams.

 

The ideal candidate is customer obsessed, has a creative and structured mindset with a good feel for project management in combination with a positive spirit and strong team player skills.

 

The position is based in Gothenburg with a global responsibility, which will involve some travelling.

 

Responsibilities and tasks include

 

  • Define and build customer experience strategy, framework and tools, aligning to company strategy
  • In cooperation with the cross-functional teams, develop the Customer Journey Mapping of all consumer touchpoints for end-to-end journeys with explicit awesome moments
  • Through data gathering and VOC, continuously improve the experience by adjusting and spreading the updated journeys across the organization
  • Develop benchmarks and measures of success for customer experience
  • Secure the implementation of the CX tools and solutions, quality insurance researches, and CX methodology (design thinking, agile methodology, etc.)
  • Prepare, develop and implement training material in order to secure awareness of the Lynk & Co Customer Experience
  • Keep up to date on emerging industry trends and changes that affect the customer experience

 

 

Profile and Background

 

  • You’ve got the skills working in similar role (6 years min. experience). You've got an eye for the awesome and the quality, and a deep understanding of the customer, and can articulate how to design a great experience.
  • You’re up for the challenge. You want to build an experience from the ground floor of a startup company. Helping to shape the customer experience culture.
  • You’re a great communicator with an ability to explain things in a simple, meaningful, compelling way.
  • You’re creative, flexible and open-minded, and love coming up with new and exciting ways to solve problems.

 

For more information about the role contact Cécile Anthyme (VP Customer Experience) +467 29 888 418.

 

For more information about the recruitment process contact Magnus Blixt (HR) mobile +46 721 84 38 91.

 

Last application date is 2019-01-20. We will perform ongoing selection during the application period.

 

We are a rapidly expanding global mobility brand. We offer a culture of personal development and role growth. You will have the pleasure of working in a fast-paced environment with a team that punches considerably above its weight. We look for collaborators. Original thinkers. People who value being open, personal and challenging. People who think (like we do) that imagination is as important as expertise and value instinct and insight as much as experience. If that sounds like you, we want to hear from you.


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