My department and my responsibilities in this role consist of the following areas:🌈 Customer ExperienceHow do you create the best possible customer journey and experience? There is no simple answer to that question nor can I present "a one and done"-description of a project that has been the secret sauce. I instead believe that a great customer experience is like a wheel of improvement that is constantly in motion and the customers opinion is what is driving the wheel forward. I am… Show more My department and my responsibilities in this role consist of the following areas:🌈 Customer ExperienceHow do you create the best possible customer journey and experience? There is no simple answer to that question nor can I present "a one and done"-description of a project that has been the secret sauce. I instead believe that a great customer experience is like a wheel of improvement that is constantly in motion and the customers opinion is what is driving the wheel forward. I am the hamster in that wheel who is analyzing customer data, implementing customer satisfaction matrices and are driving the customer experience strategy in Telia's Customer Service. I am the voice of the customer and improve processes, routines and products based on insights from customer surveys. I have had full ownership of survey methodology such as answer frequency, survey design and KPI's🚀 Change Management How do you ensure high quality changes for all employees (+1500) in terms of product launches and features or new processes? Organizational change can only happen when individuals change and that is why one of my teams is a one stop shop for change. The Change Management team is responsible for analyzing, packaging, planning and ensure a smooth change journey for all employees within Telia's Customer Service. We create awareness, desire, knowledge of the change and ensure everyone has the ability to implement the desired skills and behaviors💡 Learning & Development + Knowledge SharingWhat is one of the ground stones for a great customer experience? Skilled employees! The knowledge, tactics and expertise needed for soft & hard skills which my team ensured to develop trough onboarding training, uptraining & knowledge support. ❤️ My department consist of 23 people in various roles: team leaders, strategy managers, change managers, learning designers as well as knowledge writer Show less

I was a part of the global management team within Klarna’s Service Center who work on setting the strategic vision for +1700 employees including outsourcing partners. I was responsible for the ‘Operational Readiness’ department which consists of 4 teams;🚀 Project & Change management6 delivery leads was reporting to me who globally led and delivered extensive projects within Klarna's Service Center. The projects included market expansions, non-standard implementation of mega… Show more I was a part of the global management team within Klarna’s Service Center who work on setting the strategic vision for +1700 employees including outsourcing partners. I was responsible for the ‘Operational Readiness’ department which consists of 4 teams;🚀 Project & Change management6 delivery leads was reporting to me who globally led and delivered extensive projects within Klarna's Service Center. The projects included market expansions, non-standard implementation of mega merchants and releases of new products, features and processes. We ensured that +2000 employees where ready for these changes, understood them and had the ability to adapt new skills accordingly 💡 Learning & Development Welcomed and onboarded all new and current employees within Klarna's Customer Service. Ensured and developed soft and hard skills needed in order to ensure a great customer experience.⚡ Incident Management Oopps, 404 something went wrong! When it happens, my team is there to investigate and mitigate the incident and ensure that it does not compromise the customer experience. 💬 Internal information & knowledge sharingKnowledge sharing is beneficial for everyone in the organization. It's breaking down silos and democratizing tacit know-how. This team ensured that news, information, processes and routines where documented and up to date to support the thousands of customer service agents in the organization. Show less

The role that turned me into a CX-geek and a survey methodology nerd 😎I was owning the global customer experience post purchase within Klarna's Service Center. I was responsible for several areas: 🌟 Customer SatisfactionFull ownership of measuring, improving and setting KPI's of customer satisfaction🌎 Conduct market researchKlarna expanded to several new markets while I had the role and I therefore conducted research in order to understand customers in… Show more The role that turned me into a CX-geek and a survey methodology nerd 😎I was owning the global customer experience post purchase within Klarna's Service Center. I was responsible for several areas: 🌟 Customer SatisfactionFull ownership of measuring, improving and setting KPI's of customer satisfaction🌎 Conduct market researchKlarna expanded to several new markets while I had the role and I therefore conducted research in order to understand customers in Germany, Poland and France to name a few. 📌 Turning insights into actionsTurned insights into actions by analysing qualitative and quantitative data from several surveys. Optimized and improved the survey methodology to increase answer frequency, avoid distorted data and make it easy for customers to respond to the surveys. Show less

- Leading 25 agents- Coach and provide all necessary support to the team members- Measure and report operational results- Leading projects- Write routines