About the role
At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.
We're looking for the best people to join us on our journey. Right now, we're searching for a CS System and Transformation Specialist in our Stockholm office.
As a CS System and Transformation Specialist, you will play an important role in shaping the future of customer service across Allente and Viaplay. Working within the CS System and Transformation team, you will help drive digital transformation by developing systems, processes and ways of working that make it easier for customers to get the support they need.
You will work at the intersection of technology, customer experience and business transformation, collaborating with stakeholders across both businesses as well as external partners. You will help translate business needs into clear priorities and requirements, support the implementation of new solutions, and identify opportunities to improve and harmonise customer service processes.
Your responsibilities will include:
•Driving the development and continuous improvement of customer self-service platforms, with a strong focus on technology, functionality and user experience
•Managing and developing customer service systems and tools across Allente and Viaplay, including collaboration with external partners and suppliers
•Aligning system capabilities and roadmaps with both shared and business-specific customer service needs
•Using data and analytics to identify opportunities for improvement and support business decisions
•Supporting and driving digital transformation initiatives and strategic projects aligned with customer service goals and KPIs
•Working with stakeholders across Allente and Viaplay to translate business needs into prioritised requirements and support implementation and adoption of new solutions
•Identifying opportunities to harmonise, automate and simplify customer service processes across both businesses
•Coordinating the development and alignment of supplier contracts related to customer service systems and tools, in collaboration with business owners, Procurement and Legal
•Contributing to a culture of continuous improvement, collaboration and innovation across the customer service organisation
What we're looking for
We understand you may feel confident ticking certain boxes more than others and that's why we always keep an open mind in our recruitment process. But, in order to thrive in this role, we do believe you'll have at least some experience in the following:
•3+ years of experience working with digital transformation, AI, systems, customer service, chat or voice bots, or a similar field
•Experience working with digital customer journeys, self-service solutions, customer service platforms or business systems
•Strong analytical and problem-solving skills, with the ability to turn data and business needs into actionable improvements
•Experience working with multiple stakeholders and translating business requirements into prioritised initiatives or solutions
•Experience working with external suppliers or technology partners
•A strong understanding of processes and how technology can be used to create more efficient and customer-friendly ways of working
•Excellent communication and collaboration skills, with the ability to work effectively across different teams and business areas
•Fluent communication skills in English; Swedish or another Nordic language is a plus
It's a bonus if you have:
•Experience from the media, streaming, telecom or customer service industry
•Experience working with customer service tools such as CRM, contact centre or self-service platforms
•Experience from a transformation, technology or product-oriented environment
•Experience working with procurement, supplier management or technology contracts
•Experience with process mapping, automation or continuous improvement methodologies
•A can-do attitude, sense of humor and the ability to work humbly with others
What we offer you
We've got you covered! 30 days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift.
Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance.
A safe space to grow and up-skill. Our learning culture puts you in the driver's seat of your own development.
Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product – including series & viewing events, new release movie rentals, linear channels and more.
