Do you have a track record of leading change across functions and turning operational insights into measurable results? We are looking for a Customer Excellence Manager to drive the improvement agenda across Business to Customers Operations at Avida.
About the role
As Customer Excellence Manager, you will identify and prioritise opportunities to improve customer experience, operational performance and scalability across B2C Operations. You will lead larger initiatives from analysis and recommendation through implementation and follow-up.
Reporting to the Head of Operations B2C, you will work closely with managers and specialists across Operations, IT, Product, Risk and Compliance. You will advise management, bring stakeholders together and help teams adopt new ways of working. The role gives you a broad mandate to drive change, without direct personnel responsibility.
Key responsibilities
- Develop and drive a prioritised improvement agenda across B2C Operations, aligned with business strategy.
- Lead cross-functional transformation initiatives, with clear objectives, plans and measures of success.
- Analyse customer feedback, operational data and performance to identify issues and recommend action.
- Define and follow up on measures that show the effect of improvements on customers and business performance.
- Develop scalable processes and ways of working that meet governance and regulatory requirements.
- Present recommendations and progress to management, and support managers in implementing change.
- Identify opportunities to use automation, AI and other digital capabilities to improve operations.
Qualifications and experience
For this role, you need:
- A completed bachelor’s degree in Business, Engineering, Finance, Information Systems or a closely related field.
- At least seven years of relevant experience in operational excellence, business transformation, consulting or a comparable role within a regulated industry.
- Documented experience leading cross-functional change initiatives and delivering measurable operational or business improvements.
- Experience developing performance measures, analysing results and using them to set priorities.
- Strong stakeholder management and communication skills, including the ability to present recommendations to senior decision-makers.
- An understanding of digital transformation, automation and AI-enabled improvements.
Who you are
You combine analytical thinking with the ability to make change happen. You can challenge established ways of working, build commitment across teams and keep initiatives moving from decision to result. You are comfortable influencing managers and specialists without relying on formal authority, and you maintain a strong focus on both customer outcomes and sound governance.
Working at Avida
We offer a collaborative working environment built on freedom with responsibility. You will have the opportunity to shape how B2C Operations develops and work with colleagues across the business to deliver lasting improvements.
The role is office-based in Stockholm, with occasional travel as required.
Interested in joining us? We look forward to hearing from you.