We hope that you are an experienced CX evangelist who is up for your next challenge! Maybe you are looking for an opportunity to make others see the CX-light too – or maybe you dream of helping to build truly great customer experiences and brand loyalty in a global and transformative context? If this is you, please continue to read and we will do our best not to waste your time.
Since accelerating digitalization is a key driver in the development of the future transport system, our Digital transformation is happening and engaging all parts of our business; from Product Development and Order to delivery to Sales & Service delivery. Scania’s success relies on simultaneously building the future business, and at the same time developing the here-and-now; existing customers, employees, and processes.
The strategic central function of the Digital Office supports this by working jointly with key decision makers to set the ambitious Digital direction for Scania, support and facilitate Scania’s network of brilliant Digital Officers around the company, and by developing select Digital Capabilities – and in those, drive steep change in maturity across the organization. One of those capabilities critical to success is Customer Experience, where Scania continuously drives and develops the CX maturity and framework so that CX insights can truly influence the strategic agenda.
Taking a leading position in digital – creating business leverage from digital and tech – is much easier said than done. When comparing the industry leaders with the followers, we observe that the main difference is customer obsession, where organisations who understand, listen to, and engage actively with their customers, along with high digital maturity, perform better. While sometimes there is a need for you to be hands-on, the goal is to gain momentum in building and enabling the capability and methodology within our business units so that collectively, we will establish the CX foundations and ensure this is used to drive customer obsession and understanding across Scania.
There has been good progress in Scania towards a Journey management approach and in growing service design capability, but they need to scale this and they want you to own and develop the overall framework – building on Scania’s CX Playbook – and support local journey managers in strategic as well as operational endeavors. As CX is growing in the company, so is the need for a strong framework for governance and an enterprise-wide view of operating model impacts of Journeys and customer roadmaps.
You will act as a senior service design lead and coach other service design roles to ensure a consistent approach. An important part of the role is to ensure relevant training, facilitate or take part in journey and service design communities, and join up and engage with service design work across the organisation. A big key to the success of the role will be working closely with stakeholders from all across Scania, and continuously evolving both your own skills, Scania’s approach, and their use of journeys.
To thrive with Scania, they believe you are a curious and solution-oriented team player. You have a passion for great customer experiences and service design, with the ability to inspire and lead the way in the context you are in. You also need to be able to plan your deliveries and set strategic ambitions for the capability area, but they love to go the extra mile and do it as creatively and engaging as possible.