Right now, we are looking for a Senior Operational Excellence Lead to drive the development of our production and customer service quality. I am Malin Fransén Kronberg, Chief Quality Officer, and am leading our Service Assurance team within Telia Company and I am looking for a person to take our customer and user experience to the next level. Are you the right person?

Your next challenge?

We offer the chance to take a lead position in our strive for continuous improvement and creation of a customer and service centric operations.

Join Service Assurance in securing production stability and an excellent customer service experience, across all Telia’s markets. We are monitoring and operating the network and services every day and every hour to ensure maximum service performance and availability for our customers.

This is a great opportunity if you love combining technology, economics, business, and customer relationships. You will initiate and drive activities that will generate quality improvements, hold a key role in accelerating how we grow and retain both customer and stakeholder satisfaction, coordinating virtual teams in an international cross border organization.

You will have the overall responsibility to lead and manage our Operational Excellence agenda across Networks, IT-environments, Services and Products. This includes, but is not limited to:

• Work with a programmatic approach to continuous improvement

• Drive initiatives to improve customer experience, operational stability, and security​ compliance

• Identify root causes behind customer experience issues – both reactively and proactively

• Assign accountabilities, then quantify, prioritize, and follow-through the execution of solutions and improvements until successful delivery​

• Work with production risk management and known errors to generate needed investments decisions

• Create capabilities for a transparent, informed and data driven decision making

• Work with products, platforms, people, partner​s and processes (both customer-facing & internal)

In our ever-changing business environment, we need leaders and teams who dare to challenge the current, simplify the complex and care for our co-workers, customers and our society. We don’t believe in rigid hierarchies, rather in people who thrive within a self-leadership culture.

We set high goals for our business and for ourselves. Through constant feedback and regular coaching, our leaders ensure we are on the right path. That is why we want driven and skilled people like you to join us in continuing to make our goals a reality.

Who are you?

We believe that you are passionate about making a difference by inspiring a culture of continuous improvement, enjoy enabling people to grow and keeping everyone’s focus on the customer experience. You work independently with a strong drive to achieve your goals. Still, you are a motivated team player that appreciates and encourages a cooperative and inclusive international work environment. You analyse and plan initiatives that are in alignment with the organization’s strategies considering implications beyond your own responsibility. You ensure business ethics and compliance with company policies. You are a role model with excellent leadership skills and with the ability to create high performing teams. As a person you take full accountability for the success of your area.

Your leadership skills:

 • Curious doer

• Business minded

• Collaborative simplifier

• Problem solving

• Methodical and Structured

Your experience:

• A background in data and analytics, customer service, IT, telecom or mobile services

• You have university degree in a relevant field or equivalent education.

• Good communications skills in English

• You have experience working as a manager or project manager.        

• Understanding of our industry

It’s more than just a job!

Regardless of the position you are looking for, we will give you the tools and support you need to grow both as a professional and as a person, with us. We can offer you your next big opportunity in a creative, motivating, and welcoming company where everyone can be themselves, with equal access to opportunities. We respect and value the diversity of people. In addition to an attractive and inclusive work environment, we also enable flexibility and offer a wide variety of employee benefits.

Interested?

If you fancy joining our team, do not hesitate to apply! If you want to know more about the job you are welcome to contact me at malin.fransen-kronberg@teliacompany.com.
We look forward to receiving your application and to make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. Selection will take place on an ongoing basis and this position might be filled before the application deadline. Relevant checks and tests may apply. The application deadline is 2022-12-09. 

Welcome to Telia – home to your next big opportunity!