Be part of the change

Volvo Cars is in the midst of a transformation journey. We operate in a fast-changing industry and are growing globally. Our culture encourages continuous improvements, cross-functional and diverse collaboration as well as creativity and passion. People who make a difference are the fuel that has built one of the most recognizable brands in the world. We dare to be disruptive and creative, and we dare to say what others do not. Our creative strategy embraces this and encourages us to be bold and take risks. Fueled by our purpose, Freedom to Move, we are redefining the automotive industry and the consumer experience across all digital and physical touchpoints of our brand globally. To do this, we rely on the drive, commitment and expertise of people who want to make a change. We rely on people who care.

CX Insights and Analytics team – let’s introduce ourselves:
Our team is responsible for shaping strategy for how we gather any kind of feedback from all parts of the consumer journey. This gives us valuable insights once we gather all the feedback into one analytics engine, visualise and present it to relevant stakeholders, and – most importantly – take action. These insights will be supporting business functions like sales, customer care, retail operations, UX, and our product offers. We are on a mission to enable Volvo Cars to listen to all global feedback from our consumers across the consumer journey gathered on one platform, as part of our global feedback program ‘One Voice’. To secure that we are bringing the best capabilities out of our feedback eco-system, powered by Medallia, we seek a colleague with extensive knowledge about the Medallia product landscape and how we bring out the best of its capabilities using elevated best-practices suggestions putting Volvo Cars as a leader not only in the industry, but in general when it comes to consumer feedback management.

In the role of CX Insights Program Developer, we are looking for a team member to join our Global CX team whom’ s purpose is to seek the answer to …“How do we continuously put Volvo Cars in the front seat of consumer feedback management by adopting our One Voice program and make us best-in-class of enabling the capabilities in the Medallia landscape?”

The deliverables we are looking for as part of this role are:

• Take charge of overseeing the implementation of new experience programs, as well as the expansion initiatives.
• Handle and assess enhancement requests to ensure a clear understanding of scope and manage them accordingly.
• Respond promptly to critical errors and implement necessary improvements to maintain a high level of quality for the One Voice platform.
• Provide support to the Service Now team by addressing their incoming requests.
• Enhance transparency and communication with stakeholders regarding upcoming releases, platform changes, updates, and more. This will be achieved through organizing demo sessions and informative meetings with key stakeholders.
• Analyse and understand the needs of stakeholders of the Volvo Cars Voice of the Customer program to identify gaps and develop the right tools and features, communication and training.

Who are you?

The CX Insights and Analytics team at Volvo Cars is a very passionate team that delivers in a high pace, but never compromising on the quality of the deliveries. It’s a small team so everyone takes on a lot of tasks and there is no prestige in the team. We expect you to be curious and to think consumer centric when making decisions and suggesting changes. Consumer feedback connects to many different stakeholders and teams within the organization, so stakeholder management and collaboration should be very high on your list of competences. In this role, we are seeking someone who has extensive knowledge of the Medallia portfolio, and hands on experience with the Medallia MEC and experience with working with Consumer Journeys is a plus.

Location:
This function operates from Volvo Cars headquarter in Gothenburg, Sweden. It is therefore the preferred location for the ideal candidate. Remote working a possibility, but you would be expected to work in HQ one week per month.

How to apply:
Does this sound like your next challenge? Welcome with your application by submitting your resume no later than 6 October 2023. For questions regarding the recruitment process, please contact senior recruiter [email protected]

We do not accept email applications directly due to GDPR so we welcome your application via the link. We are reviewing applications on a rolling basis so don’t delay sending in your interests.