SummaryCustomer Journey Manager to Lowell Sverige AB
Do you have a passion for driving business growth through understanding and meeting the needs of our customers? Do you believe debt collection can be transformed into a genuinely empathetic journey?
If the answer is yes, here’s a unique opportunity for you!
We're looking for a Customer Journey Manager to join our Nordic Customer Strategy team. In this role, you'll be tasked with developing our customer communication across different touchpoints.
You will have your home base in Gothenburg, but part of the work can be done remotely. This role will involve occasional travel within the Nordic region.
To apply for the position please attach your cover letter and CV in English.
Welcome with your application!
Job Description
About us
Every year, Lowell Nordic engages in millions of customer interactions across various touchpoints: phone, mail, chat, SMS, and online portals.
Our Nordic Customer Strategy team is on a mission to align the development of our customer communication in different channels, starting with debt collection letters.
By refining our customer strategy, we aim to enhance the overall customer experience, increase the self-service rate, improve cash collection efficiency, and ultimately raise customer lifetime value for our clients. Customer Strategy team is part of the Nordic Digital function, with strong support from regional Operations Excellence.
About the role
The right person will have a central part in driving the transformation towards a more human-centred and compassionate debt collection experience. We are looking for a person who can help us with:
• Continuous improvement of customer communication: Research and analyse customer communication using various qualitative and quantitative approaches like design thinking, customer research, behavioural economics insights, and A/B tests, to drive ongoing enhancements.
• Stakeholder collaboration: Build strong cooperation with local stakeholders in Operations, Legal, and Communications/Marketing to ensure the execution of customer communication strategies.
• Customer journey mapping: Utilize data and analytics to visualize customer journeys, sharing actionable insights with stakeholders to guide decision-making and communication improvements.
• Creating coherent customer journeys: Partner with the Collection Strategies function to align communication across touchpoints.
• Establishing ownership of communication deliverables: Define and clarify responsibilities for communication deliverables, ensuring smooth execution and accountability.
About you
We're looking for someone who's both practical and forward-thinking to help us reshape how we communicate with customers.
• Customer-centric: You are genuinely interested in how our services can make a difference for our customers.
• Analytical: You can interpret data and draw meaningful conclusions to inform decision-making.
• Collaborative: You feel at home in an environment with many stakeholders and can navigate a cross-functional organization effectively.
• Communicative: You are comfortable expressing your ideas to stakeholders.
• Solution-oriented: You possess a curious and positive mindset with an entrepreneurial spirit.
• Organized: You have a systematic and organized approach to tasks and like creating a structure when you're working on new things with a new team.
We expect you to have:
The ideal candidate can have a variety of backgrounds that can contribute and expand the capabilities of the Customer Strategy team.
• Experience in working in the collection industry; experience from customer-facing roles is a plus
• Experience in service development, communications, marketing, sociology or comparable
• Experience in capturing customer insights based on data and translating them into actionable development items
• Excellent verbal and written communications skills in both the local language and English with a keen interest in crafting compelling messaging and making the complex simple
• Experience in planning and facilitating workshops, training sessions or similar
A merit would be to have:
• Copywriting experience
• Experience in customer journeys, service design, design thinking, communication, or marketing
• Experience in leading projects
• Studies in a relevant field
Contact:
If you want to know, more get in touch with Tanja Ylänen, Customer Strategy Lead at [email protected], +35 8 407 096 389 or Petra Fryxell, Talent Experience Partner at [email protected], +46 72 741 15 79.
What We Do
Lowell is one of Europe's leading and most respected credit management companies, we offer combined expertise in debt purchasing, third party collections, business process outsourcing, credit management and value added services.
We pioneered responsible collections, the ethical approach to maximising performance in the interests of clients, consumers and society as a whole. Lowell best practice is enshrined in The Lowell Way and we have expanded our reach and impact of The Lowell Way through careful and timely growth. This is our mission, to make credit work better for businesses, for consumers and our communities, across Europe. The Lowell Way drives growth and value, for us and all our stakeholders.
For more information on Lowell, please visit our website: www.lowell.com
If your interested in our fantastic career opportunities please visit https://careers.lowell.com/
