Knowledge Strategy Manager

Knowledge Strategy Manager

We are looking for a Knowledge Strategy Manager to join the Quality & Knowledge Experience Team within Telia Sverige's Customer Service Delivery. I am Lovisa Lundin and I am very happy to be the leader of the Quality & Knowledge Experience Team. We are a new team with an exciting mission to ensure that our agents have the best prerequisites to deliver a remarkable customer experience.

Is this your next opportunity?
Knowledge Management is the process of creating, sharing and managing the knowledge and information of the customer service organization and ensuring that the employees have the right information at the right time when supporting our customers. It also includes the management of knowledge tools and sources. We see knowledge as a wider landscape that involves close collaboration with training and quality.

I am looking for a positive, enthusiastic, solution-oriented person to set up and develop the knowledge strategies for Telia's Customer Service Delivery. This means you will proactively identify, plan and implement improvement opportunities. The main responsibility will be measuring and analyzing knowledge related KPI results and setting up improvement projects based on your findings. You will then act as a project leader for knowledge projects within the organization. In this role you will also cooperate with other internal teams to make sure that the knowledge process has a high quality, meets the demands from the organization and supports our Operational Knowledge Managers. You will be responsible for the strategy while you are still engaged in the operational process, as we believe that strategic vs. operational is not black and white, one way or another and these tasks will therefore from time to time be combined.

The role includes, but is not limited to:
  • Setting vision, strategy and framework for Knowledge Management to drive the Knowledge Management agenda forward, simplifying and centralizing all knowledge & information needed when supporting customers
  • Setting and constantly evaluating and improving general processes and ways of working for Knowledge Management
  • Identifying organizational needs for Knowledge Management as well as enabling and driving constant improvements
  • Measuring and analysing Knowledge Management KPI's, processes & applications
  • Driving proactive dialog with IT system owners and other stakeholders in the organization as well as driving new system requirements for Knowledge Management
  • Setting and ensuring processes for information flows as well as being part of coordinating overall strategies for creating a learning and sharing organization within Customer Service.
Is this you?
You are motivated by continuous improvement and are able to drive projects and initiatives independently.

To succeed in this role, you have excellent communication skills, an eye for spotting areas for improvement and can act quickly on them. You thrive in a fast-paced, changing environment and take a consultative approach to own self-led initiatives. Solving problems, using logic and driving results is what you do best. We expect you to have great experience of knowledge sharing strategies and platforms and that you are up to date with the latest trends within the area. A big advantage if you also have experience in learning and development.

Most importantly, you have the knowledge and passion for a great customer experience!

Your personal competencies:
  • Entrepreneurial
  • Prestigeless
  • Problem Solver
  • Result-Oriented
  • Customer-Centric.
Your Experience:
  • Experience within the customer journey or customer experience
  • Contingency improvement
  • Fluent in English.
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.

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 +46700012926 or

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 2021-05-09.

Welcome to Telia - Home to your next big opportunity!
Mer info
Område Solna
Yrkesroll Organisation & ledning, Chefsbefattningar
Typ av anställning Heltid
Sista ansökningsdag Idag (0 dagar kvar)

Om arbetsgivaren

Everything we do is about bringing the world closer through technology. Our 20,000 talented colleagues serve millions of customers every day in one of the world's most connected regions. We're empowering people, companies and societies. This is our business. Our passion. Our home. Welcome to Telia, the home of your next big opportunity and a place where everyone can be themselves with equal access to opportunities.