Head of Customer Experience and Insights
Do you want to participate in shaping the transformation where IT goes business? Do it with Tieto! Tieto aims to capture the significant opportunities of the data-driven world and turn them into lifelong value for people, business and society. We aim to be customers’ first choice for business renewal by combining our software and services capabilities with a strong drive for co-innovation and ecosystems.
Customer experience is at the very top of our strategic agenda. We truly believe a superior customer experience is the key driver of our future growth. In this context, we are transforming Tieto to an extremely customer centric company for which the key thing is deep understanding of our customers and business environment. As the Head of Customer Experience and Insights you will be at the heart of this transformation.
With us you will be responsible for
As the Head of Customer Experience and Insights you will be leading a senior and skilled Customer Experience and Insights team, currently consisting of nine people, that has the corporate level responsibility for customer experience development, enterprise feedback management, customer and market insights and analyst relations. You and the team are key players in building customer-centric culture and improving the experience we create for our customers. You will lead the definition, implementation and continuous alignment of corporate wide customer experience strategy to improve results and drive customer loyalty (incl. e.g. target setting)
Furthermore you will drive the development of Tieto’s overall customer experience throughout all touch points and business capabilities and also lead the development of Tieto’s enterprise feedback management. You will drive the creation of strategic and operative insights related to customers and markets and steer the development of effective industry analyst relations practices. You will coach, consult and support the whole Tieto organization to take action to improve customer experience.
Your profile and background
At the core, you are customer obsessed. Some people are conceptual thinkers and some are hands on change drivers. You are both. Knowing that improving customer experience requires leveraging all key touch points (and the perception of those) and all employees, you have a broad experience and skill set and have a passion for driving transformation in people’s ways of working. You are service-minded and proactive in finding new ways of doing things: you are willing to work close to our businesses and customers, strive to understand their needs, and come up with solutions on how to meet those.
You are an engaged, solution oriented and open-minded team player with excellent dialogue skills. Also, your ability to influence and collaborate makes you a natural change agent and thought leader. You lead by example and enjoy challenging and inspiring people. You execute efficiently and lead with co-operative attitude. You set challenging and inspiring goals to the organization and show passion when driving the results.
We believe that you have a degree in Business/Marketing/Communications/Sales or equivalent and deep understanding and vast experience of leading customer experience and insights development related work (e.g. customer-centric culture, Voice of the Customer, customer experience strategy, experience design, omnichannel experience, metrics and measurement, market insight). You have proven track record of inspiring and driving change and an ability to strategic and conceptual thinking – but also to take things into practice.
You have the ability to empower and support senior specialists and experience in working in a matrix organization and leading virtual, multinational and cross-functional teams. You have excellent communication and negotiation skills in English (verbal & written) and natural drive to build networks internally and externally with our partners.
What we can offer you
We offer you a challenging position with great opportunities for professional growth. With us you will have the opportunity to directly influence your career development. If you have a good idea, people will listen to you. What's more, we offer you a job that fits you. At Tieto, we promote a healthy work-life balance and a friendly, caring atmosphere. We believe that trust fosters freedom and creativity. Our culture is built on transparency and active sharing – a truly open environment.
Did we get your inspired?
We look forward to hearing from you! Please send us your application through www.tieto.com/careers. For additional information please contact our CMO Niklas Angergård at firstname.lastname@example.org or Talent Acquisition Petra Ruotsila at email@example.com, both back in the office on August 7th. Expect slower response time before this date. The position is placed in Espoo or Stockholm.
At Tieto we are a team of professionals spread across many countries who are working on the frontline of a wide range of industries. We inspire, we engage and we deliver. We have global capabilities and a strong presence where our clients need it – in the Nordics or via local delivery centres across the globe.
Are you looking for a career with a company that both challenges and cares? Welcome to Tieto. We are committed to developing enterprises and society through information technology. We believe in openness, independent thinking, and in giving our people the freedom to be their exceptional selves. We are the largest Nordic IT services company providing full lifecycle services for both private and public sectors. Our work puts us at the frontline of a wide range of industries.
We offer you the chance to make a difference and be part of the forefront of emerging businesses and technology, exchanging ideas with the best professionals. You will cooperate with colleagues in an international and evolving working environment, and increase your knowledge in a variety of areas.
We offer you a challenging position with great opportunities for professional growth. With us you will have the opportunity to directly influence your career development. If you have a good idea, people will listen to you. We believe that trust fosters freedom and creativity. Our culture is built on transparency and active sharing – a truly open environment.
Interested? We look forward to receiving your application and the opportunity to discuss with you!