Why This Role is Interesting

At Samsung, we strive to deliver a superior experience every time, providing effortless customer solutions with innovation that drives retention and sales. The small details make significant changes. By focusing on the end-to-end Customer Journey, we continuously improve the Customer Experience together.

The CX Customer Experience Project Lead will be an integral part of the Nordic Customer Satisfaction team, playing a key role in securing and optimizing a high-quality Consumer Experience across all touchpoints. The main responsibility is to drive improvement activities along the consumer journey, with a particular focus on the Contact Center and Digital Channels. This role aims to enhance customer experience, driving loyalty, and ensuring efficient, high-quality customer service.

Job Scope 

• Lead CX-focused project implementations related to Contact Center Operations and digital channels.
• Collaborate with various internal and external stakeholders to ensure comprehensive project management.
• Identify and capitalize on improvement opportunities along the Consumer Journey and Touchpoints.
• Ensure data-driven decision-making and prioritization.
• Proactively identify issues related to the customer journey and establish improvement projects.

Role Tasks

• Champion Consumer Satisfaction, ensuring it remains the top priority.
• Ensure successful delivery of CX Projects, monitoring and following their status and results.
• Analyze performance, providing insights on areas needing improvement.
• Regularly report findings and discuss solutions with Touchpoint (TP) owners.
• Document agreed actions with full background descriptions.
• Follow up regularly on progress with TP owners, reporting to the CS Director and BD.
• Identify improvement and business opportunities, sharing findings with the organization.
• Measure the performance of contributing initiatives.
• Keep the team updated with the latest insights and define actions to address identified topics or opportunities.

Key Competencies:

• Leading & Deciding: Takes control, exercises leadership, initiates action, and gives direction.
• Organizing and Executing: Plans systematically, follows directions, focuses on customer satisfaction, and delivers quality service or products to agreed standards.
• Interacting and Presenting: Communicates effectively, persuades and influences others, and relates confidently and relaxed to others.
• Adapting and Coping: Responds well to change, manages pressure effectively, and copes with setbacks.

About the assignment, we prefer project employment

For this assignment, you will be hired as a consultant by HIROY. We offer our consultants a generous package, and you will also become a part of our extensive network of agencies. This will provide you with the opportunity to deploy your skills and interact with our network of consultants.

We often offer on an ongoing basis. This means that we sometimes remove the assignment from our website earlier than the application deadline. If you are interested in an assignment, we recommend that you apply immediately.

Language Skills:

• Fluent in English
• Other Nordic languages are meritorious but not required

Travel Requirements and more :

• 4-6 days per month initially, decreasing over time
• Period : 1-Jul-2024 - 30-Jun-2029
• 100% in Stockholm, Kista