Customer Process Lead

Customer Process Lead
Are you dedicated to building an excellent customer experience?
We are Telia Division X. The Engine of Impact, with a dual focus on fostering Scalable growth and Amplifying the Telia brand. Currently we are dedicated to the IoT and Data Insights domains, spearheading and scaling Telia's activities in these emerging businesses areas, contributing to Telia's overall purpose: to reinvent better connected living.
Ready to make better happen?
Do you share our desire to excel as a team and do what is best for our business? Maybe you are the Customer Process Lead we are looking for?
I'm Jennie Gehlin and leading the CX and Operational Excellence team in Telia Division X. We are a highly engaged and experienced team. We give our customers a memorable experience that sets us apart as a trusted knowledge leader. We make sure every step of the customer journey is intuitive and smooth.
As Customer Process Lead you will work with E2E Customer Process design, development, and implementation. Being responsible for the E2E Customer Process for one or more product portfolios. You will act as SPOC and/or Squad Lead, hence participate in applicable virtual teams, leading and coordinating process specialists to secure the full E2E Customer Process. Key activities include training, facilitation, and moderation. Facilitating and driving the process development and monitor operations. Keep up-to date process documentation and related material available to the level required.
Is this you?
To fit the job, you need to be an excellent communicator with strong interpersonal skills. You are known for your customer focus and ability to put it in relation to the business. You bring curiosity and openness. Agile wow is your cup of tea, being used to work with Scrum, SAFe, Kanban, Lean Portfolio Management.
You have a university degree in Business analytics and/or business process management, or equivalent solid experience as Business Analyst or Process Owner for Lead to Order, Supply Chain, and/or Logistics System areas. You are experienced in modelling business processes by using various tools, frameworks, and techniques (e.g. Six Sigma, Lean, Total Quality Management, BPMN, ITIL). You have experience working with customer phasing processes, and how the processes connect to the customer journey. Therefore, Customer Journey, its mapping and drawing conclusions from it is a no-brainer for you.
Visualizing, building, documenting, and communicating processes for future analysis and maturing the current Customer Processes e2e is your thing. You are strong in stakeholder and expectations management, driving change. You set clear goals and achieve the desired results.
In an era of constant change, we need people who dare to challenge the current, simplify the complex and with resilience reach the goal. We work as a team, we deliver as a team, we share and care beyond.
Telia is more than a workplace
With us you will learn from skilled colleagues across international borders, joining a team that makes each other stronger and the world better by solving challenges. We are proud of our friendly atmosphere where people are excited about their work. We thrive on our diversity and ambition to deliver great products and extraordinary experiences for our customers. In a world where choices are endless, if you want to make a real impact, this is a place where you belong.
Apply to join us!
If you fancy joining our team, don't hesitate to apply! Application deadline is 2024-03-20.
We look forward to receiving your application and to making sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. During the process, required background controls will be performed.
Want to give me a call or email, just do it!
Jennie Gehlin +46730685810 jennie.gehlin@teliacompany.com
Welcome to Telia - Join us and make better happen!