CX Operational Efficiency Specialist

Job Opportunity: CX Operational Efficiency Specialist

About the Role

Polestar is seeking a dedicated and innovative CX Operational Efficiency Specialist to join our Customer Experience (CX) Change Delivery team. This role is pivotal in driving operational and transformative initiatives aimed at enhancing the customer experience across all channels. If you are passionate about electric mobility, technology, and creating impactful change, this position offers a unique opportunity to contribute to Polestar's mission of delivering pure, progressive performance.

Key Responsibilities

• Telephony Platform/Contact Center Solution: Engage in strategic, tactical, and operational dialogues with suppliers. Define call flows, IVR structures, and other telephony requirements in collaboration with CX Operations. Manage and lead changes in the CX phone number structure to support an omnichannel experience.

• Process Optimization: Identify bottlenecks and inefficiencies in CX operational workflows. Lead initiatives to automate processes, enhance operations, and improve customer experience. Ensure stable and efficient escalation processes for systems and platforms affecting CX, such as telephony and CRM.

• Compliance and Standards: Support the CX AI team in applying necessary legal requirements. Communicate and manage project changes to meet legislative standards.

• Data Management: Collaborate with the CX AI team and other stakeholders to define customer data needs, enabling the achievement of CX objectives.

Ideal Candidate Profile

To excel in this role, you should possess the following:

• Educational Background: BSc or MSc degree in a relevant field or equivalent work experience.
• Experience: Proven experience in project management, particularly in running implementation projects. Familiarity with telephony/omnichannel systems, preferably Genesys, and CRM systems like Salesforce.
• Skills: Strong communication skills for building relationships with stakeholders. Customer-centric mindset with problem-solving abilities and an analytical approach.
• Attributes: Tenacity, flexibility, curiosity, and the ability to adapt in a dynamic environment.

Work Environment

This position is based at our Gothenburg HQ, with a hybrid work model that balances remote and onsite work. We value both in-person collaboration and individual focus time, ensuring you have the support needed to succeed and enjoy your work.

Why Join Polestar?

Polestar is an international company with a diverse team. English is the primary language of communication. We offer an exciting, fast-paced environment where change and progress are constant. Join us on our electric journey and be part of a team that is shaping the future of mobility.

Application Process

If this role aligns with your career aspirations, we encourage you to apply. Our selection process is ongoing, and the position will remain open until filled. Be part of the Polestar journey and contribute to a cleaner, more sustainable future.