Digital Consumer Journey Coordinator

Title: Digital Consumer Journey Coordinator

Join our team

Everything we do at Samsung is driven by an unyielding passion for excellence—and an unfaltering commitment to develop the best products and services on the market. In today’s fast-paced global economy, change is constant and innovation is critical to a company’s survival. As we have done for 80 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success.

What will be your key deliverables?

The Consumer Journey Coordinator will be part of the Customer Service CX team with the main responsibility to secure and optimize the Digital Consumer Journey across all touchpoints. 

Main responsibility will be to review and improve the Digital Consumer Journey for Service Requests and support questions. Review of each touchpoint with focus on the digital channels and the communication from Contact Center and Service Partners. 

The Consumer Journey should be optimized with excellent 24/7 self-service availability and clear information from Contact Center and Service Partners. The interactions should be professional and empathic and loyalty should be rewarded through Samsung’s retention programs.  

The Consumer Journey Coordinator will, based on findings, set actions and drive improvements to optimize the experience.

The key responsibilities include the following:

• Develop and monitor self-service journeys such as Consumer Content and AI driven solutions. 
• Manage and develop Samsung’s Help Content available on .com and be responsible for main KPI (HCR) linked to content usage. 
• Overall responsibility for Samsung CS Branding, digitally on webpages and physical in Contact Center and at Service Partners (Lettermark).
• Improve Customer communication such as information from CC and ASC and work on empathy training for Contact Centers and Service Partners.
• Market CS activities towards Internal and External stakeholders.
• Establish and/or update processes to further secure the Consumer journey.

What do we need for this role?

• High understanding of the Consumer Journey.
• Excellent communication and interpersonal skills to work effectively with both internal and external stakeholders.
• Well-developed analytics skills with the ability to challenge data and performance.
• Ability to see ‘the whole picture’ along with details.
• Ensure data driven decision making and prioritization.
• Pro-actively work with identifying issues related to customer journey. 
• Identify improvement and business opportunities and share findings with the organization
• Measure performance of contributing initiatives. 

Personality: 

• You are accustomed to work independently and also thrive as part of a professional team, where you collaborate with your team and colleagues to find optimal solutions for our consumers.
• You feel comfortable working in a fast-paced environment, managing multiple tasks and priorities simultaneously while adapting to changing needs.
• You have enthusiasm for contributing to the development of the Consumer Journey.
• You are structured and analytical and have an eye for identifying patterns and trends.
• You are well presented and professional with excellent communication skills. 
• You have a high sense of responsibility; you are truly self-motivated and driven
• Additionally, we value candidates with a Consumer first focus, a commercial mindset, and a high understanding of Customer Service.

Some words that describe you: 

• Detail-oriented
• Professional
• Ambitious
• Confident
• Analytical
• Service-minded
• Efficient
• Structured
• Curious
• Driven

Need to have: 

• Customer service experience
• High understanding of Consumer Journey
• High understanding of importance of Communication

Language:

• Native in writing and speaking in one Nordic language (Finnish, Norwegian, Danish or Swedish)
• Fluent in English, both speaking and writing

Additional Beneficial Experiences: 

• Experience working with self service solutions.
• Experienced working with AI driven solutions

Är du intresserad av tjänsten?

Bra, skicka in ditt CV på engelska omgående.

Tjänsten är baserad i Kista (Hybrid/remote).

Bra villkor, tjänstepension (ITP1) enl kollektivavtal samt generöst friskvårdsbidrag.

About Samsung Electronics

Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, tablets, PCs, cameras, home appliances, printers, LTE systems, medical devices, semiconductors and LED solutions. We employ 286,000 people across 80 countries with annual sales of US$269.billion. To discover more, please visit www.samsung.com.

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