CX Operational Efficiency| CX Planning & Analytics

The opportunity

We're currently looking for someone to help us improve CX Operational efficiency. Someone to join our Customer Experience (CX) Change delivery team to drive operational and transformative initiatives with the objective of enhancing the customer experience across all channels. Someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed. And someone who doesn't mind the occasional bit of sustainable travel in the service of a cleaner form of electric performance.

The Change Delivery Team is part of the CX Planning & Analytics function that, together with key stakeholders, is responsible for defining & coordinating the CX ambition for Polestar. We analyze customer data to understand our customers better and lead changes & transformations needed to enhance the customer experience and improve operational efficiency.

This position is located at our Gothenburg HQ. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time, and support, to do what needs to be done. And to enjoy doing it, of course.

The responsibilities

In this role, you'll be expected to deliver efficiency improvements in our CX operations. Working as a member of the Change delivery team, you'll be instrumental in identifying and leading initiatives aiming to improve the operational efficiency in CX to enable a consistent and scalable operation.

See below for a more thorough breakdown of the various tasks and areas you'll be responsible for:

• Telephony platform/Contact center solution: Take an active part in strategical, tactical, and operational dialogues with the suppliers. Together with CX Operations, define call flows, IVR structures and other telephony requirements. Manage CX phone number structure and administrate numbers and lead changes affecting this. Lead the work towards an omnichannel experience.
• Process optimization: Support the scaling of operations by identifying bottlenecks and inefficiencies in the CX operational workflows, lead changes to automate processes and ways of working. Proactively identify and drive improvements to facilitate automation and enhance operations and customer experience. Together with necessary stakeholders, assure stable and efficient escalation processes for systems/applications/platforms where CX is largely affected (e.g., telephony, CRM)
• Compliance and standards: Support the CX AI team to apply necessary legal requirements, by identifying the req., communicating them and project manage necessary legislation changes.
• Data: Support the CX AI team, digital and other relevant stakeholders to define the data needs (customer data) to enable the CX aims

The ideal candidate

In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have. Tenacity. Flexibility. Curiosity. The ability to take the initiative, to meet deadlines and requirements, and to be able to adapt in an ever-evolving organization.

To be successful in this role you will have experience in project management, particularly running implementation projects. You have strong communication skills to build relationships with stakeholders locally and internationally. You are customer centric with problem solving skills and an analytical mind.

In addition, you'll need the following qualifications:

• BSc or MSc degree in relevant field, or equivalent work experience
• Experience with telephony/omnichannel systems required, preferably Genesys
• Experience in CRM Sales and service systems (Salesforce preferred)
• Experience in AI and ML is meritorious
• Experience in Customer Support and/or retail operations meritorious

Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.

The process

If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.

The Polestar journey is an electric one.

Join a global team dedicated to improving the societies we live in through sustainable, electric mobility.