As digital is one of the key drivers in the ecosystem of logistics and sustainable transport solutions, Scania in 2017 established a strategic central function with the aim of accelerating digitalization across Scania. Digital transformation is today engaging all parts of Scania’s business, from Product Development, Order to delivery to Sales & Service delivery. The central function is headed by Chief Digital Officer (CDO) Mikael Cato.
The digitalisation efforts are managed and executed cross functionally through CEO and Executive Board with integrated digital governance aiming at speed and impact with both here and now objects as well as targets set in the 2025 strategy:
Key responsibility areas for the Digital office going forward are:
One of the capabilities critical to the success of digital transformation is Customer Experience. Sitting centrally within Scania but with a global remit, the team will put in place the key building blocks to improve Scania’s CX maturity, and create a framework so that customer experience and insights can truly influence the strategic agenda.
As part of the Customer Experience team within the Digital Office, the person we are searching for will bring experience and strong skills around service design, with experience working with customer journeys and a good understanding of what drives good customer experience. Your role specifically will be to put in place the Scania wide approach to Journey management and service design. Some of this has started, but this role will further develop and own the overall framework and support local journey managers. Important in this will be strong skills around service design, which is a growing capability across key parts of Scania. Similarly to Journey management, this role will act as a senior service design lead and coach other service design roles to ensure a consistent approach, development of the capability across Scania and joining up service design work across the organisation. You will have passion for improving customer experience and loyalty at an organizational/ strategic level, influencing strategic investment decisions with journey and service thinking to best meet the needs of our customers.
Within the CX team you will work with colleagues with expertise in customer research and CX metrics, and other CX capabilities. The team is primarily about capability building. While initially there will be a need to be hands on yourself to establish the foundations, prove the value of journey management and service design and gain momentum, in the medium term the objective will be to have frameworks in place to enable others to use these approaches. Key to the success of the role will be working closely with stakeholders from across Scania. Collectively, we will establish the CX foundations and ensure this is used to driven transformation across Scania.
Some of the things you’ll be working on:
Scania is a world-leading provider of transport solutions, including trucks and buses for heavy transport applications combined with an extensive product-related service offering. Scania offers vehicle financing, insurance and rental services to enable our customers to focus on their core business. Scania is also a leading provider of industrial and marine engines. In 2019, we delivered 91,700 trucks, 7,800 buses as well as 10,200 industrial and marine engines to our customers. Net sales totalled to over SEK 152 billion, of which about 20 percent were services-related. Founded in 1891, Scania now operates in more than 100 countries and employs some 51,000 people. Research and development are concentrated in Sweden, with branches in Brazil and India. Production takes place in Europe, Latin America and Asia, with regional production centers in Africa, Asia and Eurasia.