Director, Customer Excellence and Commercial Projects

This role sits in the Telenor Nordics’ Customer and Commercial team which is responsible for defining, driving and executing Customer Experience and Commercial activities and projects across our four Nordic business units and markets in Norway, Sweden, Finland and Denmark. We constantly strive to leverage our Nordic strengths to deliver great services and win customers in the region. Responsibilities of the team include:

• Identifying, scoping, and driving Nordic business development/commercial initiatives between and across our four Nordic business units

• Identifying, scoping and driving activities that ensure that Telenor provides customers with the best customer experience in the Nordics

• Driving Nordic commercial and customer experience collaboration & community building

These responsibilities always entail cross-functional and cross-border execution and many times there are no easy answers. So, if you like a complex and exciting challenge, then this job could be for you.

Some of the main responsibilities

As a Director in the Telenor Nordics Customer & Commercial team, you will work on the most important commercial topics in the Nordics as prioritized by the Nordic Management Team, with responsibility for identifying, scoping, and driving commercial and strategic collaboration projects across the Nordic BUs.

This role is pivotal in shaping the future of customer experience and commercial excellence across the Nordics, directly influencing strategic priorities and transformation initiatives.

You will be part of a team of experienced professionals in the Telenor Nordics Customer & Commercial team.

You will work in close collaboration with professionals from across the Nordic Business Units. You will have the opportunity to work in a highly dynamic and rewarding environment, utilizing agile working practices.   

Day-to-day activities may include:

• Leading business development and/or CX projects to scale or replicate successful customer experience initiatives across countries 

• Leveraging customer insights, data analytics, and digital tools to drive impactful CX and commercial initiatives and measuring success

• Explore and implement innovative solutions, including AI-driven CX, automation, and next-gen connectivity services

• Designing and implementing models that enable us to leverage capabilities across Nordics 

• Facilitating knowledge sharing of best practice between local businesses

• Leading cross-functional teams in a matrix setup, with influence across local and Nordic-level stakeholders.

Experience and qualifications 

• 4-10 years from working within strategic analysis, customer experience, business development, or equivalent roles.

• Experience working at the customer interface and a proven track-record for successful customer experience work.

• Experience working at commercial and technical interface in a telco or other relevant industry.

• Recent operational experience from the Norwegian, Danish, Swedish or Finnish telco market is merited.

• Curiousness and forward-leaning on new relevant technology trends, incl. AI.

• Master’s degree in economics, business administration, business analytics, information technology, industrial management or a closely related field is required.

• Excellent verbal and written English are required, plus one Nordic language is preferred. 

This position can be based in either Denmark, Finland, Norway or Sweden. You must be willing to travel intermittently within the Nordic region as required on projects. However, we work virtually and respect a good work life balance.

Key Competencies:

• Strategic thinking and analytical problem-solving

• Strong stakeholder management and influencing skills

• Cross-cultural collaboration and communication

• Ability to lead complex cross-border initiatives

• Passion for customer-centric innovation

Personal qualities

• Ability to collaborate, organize and run cross-functional and multi-cultural projects 

• Strong interpersonal and organizational skills; experience of navigating complex stakeholder landscapes and ability to lead by influencing a diverse group and at different levels in the organization (senior executives, managers, and subject matter experts) 

• Ability to build constructive relationships with senior leaders, CEO and CXO layers, to ensure successful program development 

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