Volvo Penta aims to be the most far-sighted and customer-focused supplier of innovative sustainable power solutions. Always with a promise of a high standard of service, environmental protection, and quality. We are in our digital transformation journey, with a special focus on creating new value through the intelligent use of digital platforms, technologies, services, data insights, and processes. We closely monitor external opportunities, global trends, and sustainability initiatives to maintain our position at the forefront of the industry.
If you want to be part of the journey of a strong brand into new business and challenges, working with high-performing teams, passionate about what they do, and with constant desire to learn, innovate and work with creating a world class digital experience to our customers, then look no further!
Vice President Digital Customer Experience is an incredibly exciting role at Volvo Penta to lead our strategic ambition to increase customer loyalty and satisfaction by creating a premium Volvo Penta Digital Customer Experience On Land and At Sea. We strive to make the professional or personal life of a customer easier- enhanced by digital solutions and services providing efficient and seamless experiences across customer touchpoints.
The role is instrumental in driving increased revenue through enabling digital sales of products, parts and services. Providing a world-class customer experience with global, efficient digital sales operation, and seamless integration across customer touchpoints in the customer journey.
As Vice President, Digital Customer Experience you will be part of Volvo Penta Digital & IT Management Team and report to Volvo Penta SVP Chief Digital Officer. The Digital & IT function is an active part in developing and shaping the Volvo Penta Digital business offering and IT solutions to meet current and future customer needs.
This role also interacts broadly across several business functions and within the internal and external ecosystem, cross-collaborating and bridging the customer experience across analogue and digital interactions.
The ideal candidate is a collaborative and inclusive leader, with strategic thinking and pragmatic approach, combining strong business understanding with in-depth understanding of digital channels and customer experience solutions.
The position is based at Volvo Penta headquarters in Gothenburg, Sweden. Occasional travel outside Gothenburg is expected.
Interacts and collaborates closely with Volvo Penta Digital & IT Management Team and other business stakeholders to create a Digital Customer Experience vision, strategy and structure for the organization.
Identify opportunities, capabilities, and solutions to enable a premium customer experience supported by digital technologies.
Sets the overall roadmaps and targets for our digital customer experience channels such as web, e-commerce and partner portals
Oversees the work with customer journey mappings, the leveraging and harmonization of common platforms and components, and the UX process
Acts as a champion and change agent in leading the organizational process, ways of working and solution changes required to create and sustain enterprise-wide customer experience capabilities
Leading the team - five direct reports as employees, three in-house consultants, and additional deliveries in collaboration with Volvo Group Digital & IT
QUALIFICATIONS & EXPERIENCE
Master's or Bachelor’s degree in Computer Science, Informatics, Marketing, Communication, Psychology, or related field
Extensive knowledge of various digital platforms, e-commerce, and architecture
Knowledge in design thinking, customer experience (CX) concepts, and User Experience (UX) processes
Deep understanding and experience of Agile development and digital product management
Minimum 10 years of experience including leading teams and organizations through similar transformations
Experienced leader and team player that thrives by building and supporting colleagues both in own team and with stakeholders across various levels in the organization
Experienced communicator with proven ability to articulate and be evangelist for digital customer experience.
Fluent in English, both verbal and written
We continuously strive for improvement and are looking for pragmatic, result oriented, self-going people who live the Volvo Group values. At Volvo Penta we are actively working to establish teams that will take maximum advantage of the strength inherent in differences in knowledge, experience, age, gender, nationality etc. We find that well balanced working teams increase group dynamics, creativity and new approaches to solutions.
To apply, please submit your resume and cover letter outlining your qualifications and experience.
Curious and want to know more? Please contact hiring manager:
Rikard Uddström, Senior Vice President & Chief Digital Officer, firstname.lastname@example.org
Helena Berlin, Vice President People & Culture, email@example.com
Kindly note that due to GDPR, we will not accept applications via mail. Please use our career site.
The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.