Become a part of Fortum as a Customer Experience Manager

FORTUM STROM AS AVD OSLO

Oslo
Fast
Fulltid

3 dager siden

Fortum Consumer Solutions is looking for a Customer Experience Manager to make sure our teams across the Nordics can understand and use customer feedback to improve our services. If you're passionate about improving customer experience and want to lead meaningful change, we'd love to hear from you.We are looking for a person with customer centric and commercial mindset who will unleash the development potential by bringing the voice of the customer into different teams and support them to take the action based on the feedback. If you are passionate about customer centric business development and are looking for your next challenge and adventure, we are interested to get to know you.In your role you will be leading a Nordic team of customer experience specialists with a purpose of supporting the organization to have actionable customer insights available for them and support people to take action based on the insights.You will be responsible for leading development initiatives of varying themes and to continuously develop our capability to take actions based on customers' feedback. While leading your own team and cross-functional efforts to secure our customers' and the business success, you can also contribute to Fortum's purpose of powering a world where people, businesses and nature thrive together. About the role

Lead the Nordic Customer Experience team with full people leadership responsibilities - you will guide, support and coach your team members
Lead the development of our customer contact analysis together with experienced technology and AI experts
Together with your team formulate and communicate actionable customer insights to different parts of the organization
Support the organization to take action based on customer insights with sparring and by taking a lead of development projects
Represent the voice of the customer in different development initiatives
In collaboration with your collegues develop the way we gather and analyse customer feedback
Be an ambassador for customer centricity

About you

Strong knowledge of customer experience and service development with minimum 5 years of experience of leading development within this field
Excellent communication and influencing skills
Strong people leadership skills with proven experience of developing high performing teams
Experience of driving large development initiatives
Proven experience of using modern technology for customer contact and feedback analysis
Strong change leadership skills
Strong stakeholder management and collaboration skills that enable you to effectively work with multiple organizational parties from top management to operational and frontline experts
Ability to run things independently and proactively
Fluency in both written and spoken English
Customer centric and commercial mindset
Analytical mindset combined with strong ability to drive action
Growth mindset and willingness to learn new skills
Relevant university degree

We offer you

Possibility to ensure customer needs are driving the development of customer journeys, processes, digital channels and offering development
You will work together with experienced colleagues and customer centric business development professionals across the Nordics and make millions of consumer and business customers' lives easier
Lead a passionate team of customer experience specialists
A challenging position with great development opportunities
Possibility to contribute to the delivery of reliable energy and decarbonization within the Nordics

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.More information about our culture and benefits can be found here. Interested?Please apply by the 19th of September 2025 at the latest. We will be conducting interviews also during the application period so if the role sounds interesting do not hold the application till the last day.If you have any questions please don't hesitate to contact the recruiting manager Tiina Järvenpää through email:Om bedriftenWe are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries
decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum's
power generation is already 99% from renewable or nuclear sources with one of the
lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated
emission reduction targets on our way towards net-zero by 2040. For our ~4,500
employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on
Nasdaq Helsinki. fortum.comSektorPrivat

FORTUM STROM AS AVD OSLO

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