The opportunity

We're currently looking for a Change Delivery Lead. Someone to join our Customer Experience (CX) Change delivery team to drive operational and transformative initiatives with the objective of enhancing the customer experience across all channels. Someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed. And someone who doesn't mind the occasional bit of sustainable travel in the service of a cleaner form of electric performance.

The Change Delivery Team is part of the CX Planning & Analytics function that, together with key stakeholders, is responsible for defining & coordinating the CX ambition for Polestar. We analyze customer data to understand our customers better and lead changes & transformations needed to enhance the customer experience and improve operational efficiency.

This position is located at our Gothenburg HQ. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time, and support, to do what needs to be done. And to enjoy doing it, of course.

The responsibilities

In this role, you'll be expected to Project Manage changes in the CX department. Working as a member of the Change Delivery team you'll be instrumental in leading the implementation of operational and strategic initiatives within Customer Experience. The responsibility includes managing the process for continuous improvement, thereby enhancing the customer experience and increasing operational efficiency. Work closely with Polestar internal departments, partners, and Polestar Sales Units to identify, align, and execute improvements within CX.

See below for a more thorough breakdown of the various tasks and areas you'll be responsible for:

• Project manage changes and new implementations within CX. The scope of projects varies from smaller initiatives to large programs.
• Co-lead CX’s continuous improvement process, supporting management to decide and prioritize initiatives.
• Build a network with internal and external stakeholders to secure support and progress in transformation initiatives.
• Responsible for securing the CX perspective/ambitions and way of working in projects.
• Work closely with the CX Operations to understand the needs of operations.
• Launch, review, and evaluate implemented changes.
• Support in process development and identifying system needs.

The ideal candidate

In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have. Analytical. Flexible. Curious. The ability to take the initiative, to meet deadlines and requirements, and to be able to adapt in an ever-evolving organization.

To be successful in this role you will have proven experience project management including change management and implementation in international and cross-functional settings. You have strong communication skills to build relationships with stakeholders both locally and internationally. You are customer centric with problem solving skills and an analytical mind.

In addition, you'll need the following qualifications/experience:

• BSc or MSc degree in relevant field. or equivalent work experience.
• Experience in customer support and/or Retail management experience.
• Experience in management consulting.
• Experience in telephony, omnichannel systems, CRM and other contact center systems, preferably with Genesys and Salesforce
• Experience from project managing AI and ML projects.

Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.

The process

If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.

The Polestar journey is an electric one.