We're looking for our future Customer Loyalty & Insight Specialist who will work to develop, improve, and strengthen Bisnodes´ customer relationships. You will contribute to Bisnode foremost through leveraging insights, surveys, analytical methods, projects but also through great personal drive, persistence, communication and influence capability.
We´re looking for an individual to champion local customer improvement initiatives and to drive, prioritize, coordinate the efforts geared at making life for our customers a little better and a little easier. Your work will entail designing methodologies and touch points for capturing insight, executing customer surveys but also to numerically analyze and compile information from other areas of the business in order to deliver the most acute, sharpest data-driven and value-adding insights. In essence, the objective to assist the business in better understanding its customers and effectively prioritize the required improvement actions.
This role is more specifically about
The role includes accountability for results and budget. Additionally, you will be in charge of networking with leaders throughout Bisnode Sweden, accentuating the need for coaching, supporting, and influencing leadership traits. Your assignment is to effectively establish, improve customer focus and sharpen the way Bisnodes approaches its many service interactions so as to create greater momentum and a better service quality environment. We expect you to organize, structure and develop relevant activities in alignment with the company´s overall strategy and objectives.
You will be in charge of processes, systems and ways of working including the governance of key routines. You will become the resident expert in Sweden on customer insights, surveys, methodologies, analytical process, etc. and effectively be in charge of the overall actions designed to improve life for our customers. In addition to the specifics associated with the role we expect you to actively participate in quality enhancing activities, continuous improvement, business development and relevant projects – all targeted at improving the business and leverage customer service quality as a unique selling point and enduring competitive advantage.
The Loyalty & Insight function is part of the Operations divisions which is undergoing significant transformation in order to elevate customer focus and consequently business performance. The Loyalty & Insight Specialist will be specifically tasked to promote higher customer satisfaction and greater loyalty. While the function resides within Operation you should envision the entire business as your network and playing field. The Customer Loyalty & Insight Specialist reports to the Operations Directors and is part of the Operations Leadership Team. You will be located at our headoffice in Stockholm/Solna, Sweden. Some travel is required in this role.
You and your experience
In order to successfully deliver on assignment objectives, we believe we are looking for an individual that is driven, results oriented, takes initiative, and reacts positively to new challenges. You're structured but more importantly thrives on improving structure (planning, organizing, logistics, etc.), you're responsible and dedicated, and have the capability to inspire and engage teams and employees. You successfully, pragmatically blend strategic perspectives, analytical insight capability, persistence and carry-thru in order to deliver outstanding results.
You have experience from similar roles and have done significant work with customer processes and associated insights preferably in a technically oriented field/business. Your are most definitely very customer service and customer quality oriented. Given the transformational journey you will also be asked to contribute at a strategic and holistic level regarding customer insight, improvement opportunity and operational development which requires solid business acumen and significant analytical skills. Well accustomed to managing change, driving change, leveraging change with multiple stakeholders in various locations (some possibly international) with varied backgrounds.
- IT-system awareness, user knowledge and overall understanding. Capacity to leverage or utilize IT in customer insight relevant scenarios.
- Use of metrics, reporting and analysis ingrained in common working set-up. Analytically curious, well accustomed to working with statistical methods for example. Experience using different customer survey methodologies such as NPS. ·
- Experience from project management, continuous improvement, quality management and transformation. Some understanding of improvement methods such as Lean, Six Sigma, TQM, QA, VSM, CI, ISO 9001, BPM, etc.
- University education, or similar, with preference for engineering, economics, business, etc.
- Swedish and English language skills
Your next move
Bisnode is about enabling smart decisions. It's time for you to make yours! If you want to know more about the position you're welcome to contact Jerker Olsson, Operations Director phone 073 158 52 51. Please submit your application as soon as possible, through the link below, since we will manage a continuous selection and recruitment process.
Bisnode, a leading progressive data and analytics company in Europe, is building a brighter future using smart data. We have more than 2,100 passionate and curious employees who collaborate in 19 countries using analytics and scoring models to predict customer behavior, deliver remarkable insights, and ultimately find innovative solutions to enduring problems. Working at Bisnode, you are part of the transformation of data and digitalization that our society and Bisnode is undergoing. We are convinced that being part of a leading and forward-looking team here will challenge and develop you and your career.
We look forward to your application!