Join an industry leader and make a positive change in the sustainable use of the world's natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
Job posting end date: March 6th
Introduction
We are seeking a Customer Experience Measurement Process Manager to join our Global Customer Experience -team. You will be responsible for managing and developing Metso's customer experience measurement process and metrics, ensuring process compliance, and supporting the competence of internal stakeholders. This involves making customer insight accessible, actionable and understood across the organization. Your work will contribute directly to strengthening our customer-focused growth culture and driving continuous improvement based on customer experience data.
In this position, you will report to Maarit Kivinen, Director, Customer Loyalty.
This position is mainly located in Espoo, Finland, but other Metso locations can be discussed.
Team you belong to
You will join a team of CX professionals dedicated to measuring customer experience and leading the use of data to drive meaningful improvements across Metso. We collaborate closely with a large network of internal stakeholders from businesses and regions.
Our team develops our tools, measurement processes, data availability and usage, as well as internal competence related to customer experience. We also drive actions based on collected insights to enable strategic and tactical use of customer insights in Metso organization.
Team members responsible for technical tools, reporting and analytics as well as driving actions will support you in succeeding in the role.
What you'll do
- Manage and develop Metso's customer experience measurement process and related metrics.
- Ensure consistent process execution, stakeholder competence and compliance.
- Participate in development of tools, data flows and architechture of CX measurement
- Contribute to improvements in reporting, dashboards, and data accessibility.
- Maintain CXM process documentation and training materials
- Lead a global network of professionals in CXM process implementation, ensuring consistent process execution, stakeholder competence and compliance.
- Support stakeholders in understanding, using, and acting upon CX data and insights.
- Contribute to organization-wide awareness and engagement around customer experience.
Who you are
- You have proven experience in customer experience measurement and CX tools.
- You are passionate about customer experience and possess an analytical, development-oriented mindset with strong attention to detail.
- You have proven experience in process development and implementation in a global environment
- You have excellent communication, presentation, and project management skills.
- You are proficient in customer survey tools, CRM systems (Salesforce or Dynamics), and have strong IT skills including Excel, Word and PowerPoint.
- You are comfortable working between business and IT, translating business requirements into technical specifications.
- You thrive in a fast-paced, dynamic, and global environment.
- You have strong written and verbal English skills
Considered as advantage:
- Experience with Jira, PowerBI, Marketing Cloud and using AI for business decision-making
- Experience in working in IT development / SAFE practices, basic understanding of API architecture
- Experience working in an international matrix organization
What's in it for you
- An inspiring purpose - Enabling sustainable modern life. Minerals and metals are the backbone of essential functions in the modern world. However, there's a pressing need for more sustainable solutions to collect and process them. At Metso, you get to be part of transforming the industry and making a positive change.
- Wellbeing and safety - Benefit from occupational healthcare, generous benefits plan, healthy living rewards, mental well-being services, on-site gym, and engagement surveys.
- Compensation and rewards - Global incentive program tied to business and performance targets, and meal benefits. Hybrid working possibilities - While we are big advocates of meeting and collaborating in person, we believe in fostering a flexible work environment.
- A thriving culture - We are committed to developing an inclusive culture that enables everyone to do their best and reach their full potential. A culture that is courageous, compelling, and caring, and unites our people to build a sustainable future together.
- Extensive learning opportunities - Ongoing growth dialogues, internal mobility, mentoring programs, education assistance, ambitious projects, and global opportunities.
- Worldwide support - Leverage our network of peers across the world, offering valuable assistance. We get things done together, through open and honest communication.
Get in touch
Want to rise aboce possible with us? Click "apply now" to leave your application by March 6th. Please note that we will start sceeening the applications already during the application period, and the selection will be made as soon as a suitable candidate is found.
For additional information, please call Maarit Kivinen, Director, Customer Loyalty on February 27th between 13 - 15.
How to join - Working at Metso - About Metso - Diversity and Inclusion - Meet our people
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers' energy and water efficiency, increase their productivity, and reduce environmental risks with our product and service expertise. We are the partner for positive change.
Metso is headquartered in Espoo, Finland. At the end of 2024 Metso had close to 17,000 employees in around 50 countries, and sales in 2024 were about EUR 4.9 billion. Metso is listed on the Nasdaq Helsinki.
metso.com
