B2B Insights Manager

B2B Insights Manager

Do you want to make a difference that has an impact across the organization and for the millions of people using our products and services? Do you have an interest in customer insights and want to encourage continuous improvement of customer experience? If you are someone with high ownership, a creative and analytical mindset, and would like to work in an environment where you can be better together with amazing people, the role of B2B Customer Insights Manager can be your next opportunity!

Is this your next opportunity?
As B2B Insights Manager, you will be responsible for developing a common approach to B2B Insights (customer and brand) across our footprint. Your main focuses will be to set-up and improve cross-market insight projects, to be a driving force in the implementation of our Voice of customer program, and to develop, analyze, and report KPIs within the B2B segment.

You will be part of the Brand & Insights Team in the Telia Company Group function, working towards our 6 markets in the Nordics and Baltics. Together we are responsible for directing the journey of our brand, and to support the markets to improve brand and customer experience.

My name is Emelie Aidehag and as Head of Insight & Foresight, I am inviting you to join our team.

The role can include, but is not limited to:
  • Developing and implementing a common approach to B2B Insights across our 6 markets (Brand and Customer experience)
  • Supporting the Voice of customer team during the roll-out of a common customer management platform (Medallia) and ways of working to listen and act to customer insight across channels and journey stages
  • Being the subject matter expert for Insights around our B2B customer segments (SME, Large, Public and Key) and our broad ICT product portfolio
  • Being responsible for the development and harmonization of CX metrics (rNPS and CSAT) as a tool to encourage continuous improvements
  • Analysis and reporting of B2B Insights on cross-country level
  • Supporting and advicing the business on target setting and KPIs
  • Developing insight tools to be used by organization for marketing, design and innovation (e.g. segmentation, personas)
Is this you?
We are looking for a motivated person who can work in ambiguity and can influence and collaborate with cross-functional teams to meet the end goals.

Your personal competencies:
  • Customer-centric
  • Analytical
  • Result-oriented
  • Influencer
  • Team-oriented person
  • Continuous learner
Your Experience:
  • At least 5+ years of experience in similar role in large international organization or as a consultant supporting large organizations
  • Customer Insights for the B2B segments (rNPS, CSAT, CLV etc.)
  • Quantitative methodology, survey design and analysis
  • Relevant academic background (preferably within business, statistics, or behavioral science)
Experience in at least one of the below is a merit:
  • Voice of customer programs or platforms (Medallia, Qualtrics, InMoment, etc)
  • CX Insights on transactional level and for different channels (digital, call centers etc.) and for B2B specifically
  • Qualitative methodology (in-depth interviews, focus groups etc.)
  • CRM/CVM analytics
It's more than just a job!
Regardless of the position you are looking for, we will give you the tools and support you need to grow both as a professional and as a person, with us. We can offer you your next big opportunity in a creative, motivating, and welcoming company where everyone can be themselves, with equal access to opportunities. We respect and value the diversity of people. In addition to an attractive and inclusive work environment, we also enable flexibility and offer a wide variety of employee benefits.

Interested?
If you fancy joining our team, don't hesitate to apply! If you want to know more about the job you are welcome to contact me at emelie.aidehag@teliacompany.com

We look forward to receiving your application and to make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. Selection will take place on an ongoing basis and this position might be filled before the application deadline. Application deadline is 14/8, interviews and selection will be done after 14/8.

Welcome to Telia - Home to your next big opportunity!
Mer info
Område Solna
Yrkesroll Organisation & ledning, Chefsbefattningar
Typ av anställning Heltid
Sista ansökningsdag 14 aug 2022 (40 dagar kvar)

Om arbetsgivaren

Everything we do is reflected in our purpose: To reinvent better connected living. That's how we make a difference for our customers in the big and in the small. That's how we contribute to the lives and livelihoods where we are present. Our skilled people and partners, innovative technologies and powerful networks are there to make daily life smoother and richer for our customers and help societies and business become more efficient and sustainable. Welcome to Telia, the home of your next big opportunity and a place where everyone can be themselves with equal access to opportunities.