Digital Consumer Journey Coordinator to Samsung

We are now assisting Samsung Nordics in finding a Digital Consumer Journey Coordinator for an exciting full-time position based in their Stockholm office! **What will be your key deliverables?** The Consumer Journey Coordinator will be part of the Customer Service CX team, with the primary responsibility of securing and optimizing the Digital Consumer Journey across all touchpoints. The main responsibility will be to review and enhance the Digital Consumer Journey for Service Requests and support inquiries. This includes evaluating each touchpoint with a focus on digital channels and communication from the Contact Center and Service Partners. The Consumer Journey should be optimized for excellent 24/7 self-service availability and clear information from the Contact Center and Service Partners. Interactions should be professional and empathetic, and loyalty should be rewarded through Samsung’s retention programs. The Consumer Journey Coordinator will, based on findings, set actions and drive improvements to enhance the experience. **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 the main KPI (HCR) linked to content usage. - Overall responsibility for Samsung CS Branding, both digitally on webpages and physically in the 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 analytical 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. - Proactively identify issues related to the customer journey. - Identify improvement and business opportunities and share findings with the organization. - Measure performance of contributing initiatives. **Personality traits we are looking for:** - You are accustomed to working independently and also thrive as part of a professional team, collaborating 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, with 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. **Need to have (mandatory experience for this role):** - Customer service experience. - High understanding of the Consumer Journey. - High understanding of the importance of Communication. **Language skills required:** - Fluent 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. - Experience working with AI-driven solutions. **About the assignment** For this assignment, you will be hired as a full-time consultant by Digitalenta. We offer our consultants a generous package including healthcare allowance, insurance policy, paid vacation days, and pension savings. Additionally, you'll have a dedicated consultant manager available throughout your employment with us, along with optional networking activities with our network of consultants.