Head of Digital Experience

Were looking for a Head of Digital & Online Experience to join us at Telia.

Im Anna von Gegerfelt Head of Operational Excellence within Telia Sweden B2B and we are searching for someone ready to grow with us. Were a supportive forward-thinking organization focused on driving customer experience self-service capabilities and simplicity to create sustainable growth.

What youll do:

You will be a key part of the B2B Operational Excellence leadership team responsible for driving best-in-class customer experience and optimizing internal operations. Our north star is to make it easy to do business with us through simplification digitalization and transparency utilizing customer insights and AI to guide us.

As Head of Digital & Online Experience you will lead a team of Product Managers and UX/UI designers focused on our digital interfaces for our customers including online tools as well as customer APIs. Our presence online covers open and logged-in seamless customer journeys between attended and un-attended and ranges from SME all the way up to Public & Key e-sales as well as short the full 360 online engagement of Telia B2B customer base.

• Develop our online presence define and drive our digital channel strategy harmonizing across e-sales e-support and product specific portals to meet the needs of our wide customer base
• Create an one Telia experience that is intuitive to use providing transparency and full visibility of engagement
• Consult with customers and stakeholders throughout the organization to ensure alignment and prioritization across customer expectations business needs and operational efficiency
• Cooperate with other units within B2B as well as IT Customer Operations and external partners in order to design develop maintain and grow our online e-sales and e-support volumes
• Balance strategic direction with tactical execution ensuring ideas become valuable customer outcomes

What will help you thrive in this role:

To succeed in this role you have the ability to set the direction for and execute on the agenda for our online channels. You understand the dynamics of SME as well as Major Accounts with regards to their need and use of digital channels and can translate that into tactical plans and roadmaps. You see the potential of AI and Analytics to enable insight driven decisions as well as to drive excellence in customer dialogue and internal efficiency. You are a strong communicator with the ability to create clarity and give direction and you lead by example cooperating with teams and individuals throughout B2B Customer Operations IT organizations and external partners.

• Proven experience in leadership cross-functional change journeys digital transformation and online channels for e-sales and e-support flows
• Strong knowledge of digital & online stores & self-service capabilities and the use of AI and customer insights within that space
• Experience from B2B telco or similar industries with both SME and Major / Public Account customers
• Ability to engage envision and execute create clarity and deliver measurable outcomes. Structured decision-maker with cross-functional cooperation skills with experience from complex organizations where collaboration and alignment are critical for success
• Fluency in English & Swedish

Join us to shape smarter living for people businesses and the planet

At Telia were a team of 15 000 colleagues across the Nordics and Baltics passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader we drive change with large-scale impactful projects while building a sustainable inclusive world.

Here you can grow your skills lead meaningful projects and thrive in a supportive diverse environment. Whether youre taking your first step or your next Telia is a place to grow belong and make a real impact.

What we offer

When you join us youll receive a comprehensive benefits package tailored to your local market opportunities for remote work and more. Youll also have the chance to earn a bonus based on your performance and Telias results.

Ready to make better happen

We look forward to receiving your application by . Please note that the application period is short so please apply as soon as possible.

The next step in the recruitment process is to complete a personality test via Alva Labs. You will be contacted by our Talent Acquisition Team. We use tests to ensure an objective and fair selection that increases the accuracy of finding the right candidate for the role.

Background checks will be part of the process. Have any questions Please reach out to recruiting manager Anna Von Gegerfelt at . Since we are in the middle of the summer questions might not be answer straight away.

Equal opportunities

At Telia we recognize talent by professional skills and growth potential. We champion diversity ensuring every individuals needs are met regardless of disability gender age nationality sexual orientation or social status. Together were dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and lets make better happen - together!