Do you want to take a key role in developing consumer and enterprise customers' experiences with Fortum?



Fortum Consumer Solutions is looking for a Customer Journey Development Lead to drive customer journey and process development based on customers' needs. We are looking for a person with customer centric and commercial mindset who can lead service and business development initiatives and facilitate cross functional teams to solve customer pain points and business challenges. If you have a passion for customer centric business development and are looking for your next challenge and adventure, we are interested to get to know you.

In your role you will be working in a Nordic team of customer centric development professionals with strong passion for ensuring that customer needs are driving the development of the customer journeys and processes.

You will be responsible for leading development initiatives of varying themes around our customer journeys and customer processes. While leading cross-functional efforts to secure our customers and the business success, you can also contribute to Fortum's purpose of powering a world where people, businesses and nature thrive together



We offer you

• Possibility to ensure customer needs are driving the development of customer journeys and processes
• You will work together with experienced colleagues and customer centric business development professionals across the Nordics and make millions of consumer and business customers' lives easier
• A challenging position with great development opportunities - possibility to shape a newly established role
• Possibility to contribute to the delivery of reliable energy and decarbonization within the Nordics
• Hybrid remote work opportunity

About you

• Strong knowledge of customer experience and service development with experience and skills of customer centric development and/or service design methods, customer journey and process development - at least 5 years of experience of leading development within this field
• Previous experience of developing customer service and/or sales operations
• Experience of driving digital development
• Strong project management skills and experience of leading large change initiatives as well as experience of agile methodologies to deliver the value
• Strong leadership skills and ability to drive cross functional efforts
• Strong change management skills and ability to implement changes in operational environment
• Strong stakeholder management and collaboration skills that enable you to effectively work with multiple organizational parties from top management to operational and frontline experts
• Excellent communication and influencing skills
• Fluency in both written and spoken English
• Customer centric and commercial mindset
• Analytical mindset combined with strong ability to drive actions
• Relevant university degree

About the role

• Lead the development of our key customer journeys and customer processes to create value for our customers and business
• Ensure that we develop the customer journey and process according to the set direction and create and  solutions that bridge customer journey, process and employee tools & systems
• Lead cross functional teams working with customer centric development methods to improve our customer journeys and processes
• Be an ambassador for customer centricity

Interested?

Please apply by the 14th of February 2024 at the latest by submitting your CV and application letter. We will be conducting interviews also during the application period so if the role sounds interesting do not hold the application till the last day.

If you have any questions please don't hesitate to contact Tiina Järvenpää (tiina.jarvenpaa@fortum.com / +358 40 582 1624)

We are Fortum

Fortum is a Nordic energy company. Our purpose is to power a world where people, businesses and nature thrive together. We are one of the cleanest energy producers in Europe and our actions are guided by our ambitious environmental targets. We generate and deliver clean energy reliably and help industries to decarbonise their processes and grow. Our core operations in the Nordics comprise of efficient, CO2-free power generation as well as reliable supply of electricity and district heat to private and business customers. For our ~5 000 employees, we commit to be a safe, and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com