Customer Strategy Manager

REGION JÖNKÖPINGS LÄN · Vollzeit

Jönköping, Schweden

JLT, Market and Communications Department Do you want to understand what makes a difference for travelers and translate that knowledge into a better customer experience that encourages more people to choose public transportation? At JLT, you'll take on a role where customer insights lead to action. You'll be responsible for understanding and developing the customer experience – from research and analysis to concrete improvements and customer-facing activities. The goal is clear: more satisfied customers and increased public transportation ridership. The Customer Strategy Manager role As a Customer Strategy Manager, you'll have overall responsibility for JLT's work with customer insights and customer experience (CX). You'll work with both current travelers and with people who could choose public transportation in the future. You'll also develop customer-facing work together with the transit companies' drivers and supervisors. This makes you an important link between the traveler, JLT's operations, and the transit companies that serve our customers every day. In this role, you will, among other things: • have overall responsibility for JLT's onboard surveys – from design and methodology, timeline and practical planning through implementation, quality assurance, compilation, analysis, and reporting • track results over time, identify patterns and areas for improvement, and translate customer insights into clear recommendations and concrete actions • contribute to a comprehensive understanding of customer needs, behaviors, and experience throughout the journey and bring the customer perspective into business development • develop and drive an annual activity plan for customer-facing initiatives for both existing and potential travelers • manage JLT's customer value team from transit companies, including composition, planning, recurring training, and activities • oversee and develop JLT's ambassador network with selected drivers and initiate efforts that strengthen customer service and focus in daily operations • plan and implement customer-facing traffic information initiatives during special events or major changes • conduct outreach activities to workplaces, companies, and schools to build relationships, increase knowledge about public transportation, and contribute to increased ridership • coordinate customer-facing initiatives with JLT's marketing, communications, and brand work and follow up on which initiatives deliver results. This is a role for someone who enjoys the combination of analysis and people. One day you dive deep into results from a customer survey, the next day you discuss improvements with colleagues or transit companies, and on another day you meet travelers out in the field. This is a permanent full-time position with a start date to be agreed upon. Your future workplace You'll become part of JLT's Market and Communications Department, with around 15 employees working in communications, marketing, sales, and training. We're a group that enjoys working together, collaborates closely, and supports one another. All our transit services are operated by contracted transit companies, and collaboration is an important part of the work. The role involves working both at Werket in central Jönköping and out in the region, where you'll meet travelers, drivers, supervisors, companies, schools, and other partners. Your profile We're looking for someone who is curious about people and what actually affects their experience and behavior. You have an analytical approach and see patterns in data and customer insights that you translate into priorities, recommendations, and concrete changes. You are proactive, structured, and independent, and have a natural ability to build trust and collaborate with people in different roles. You have an academic degree in marketing, communications, behavioral science, economics, or another relevant field. Education can be replaced by several years of relevant experience that we consider equivalent. It's an advantage if you have experience working with customer insights, customer experience (CX), customer development, market development, or similar. You have experience independently driving projects and development work with multiple internal and external stakeholders and translating customer insights into concrete improvements or activities. An important part of the assignment is our onboard surveys. Therefore, we value experience with customer, market, or survey research and being confident in the entire process: from design and data collection through quality assurance, analysis, conclusions, and presentation of results. You can also make complex information understandable and relevant for different audiences. It's advantageous if you have experience with customer-facing activities, events, activation, or outreach work. Experience from public transportation, other service operations, or a larger public organization is also a plus. A class B driver's license is required since the role involves regular work out in the region. Our offer to you As a Customer Strategy Manager with us, you'll work with customer experience in earnest, from measurement and analysis to implementation and follow-up. This is a new role and you'll help shape both working methods and content. JLT is on an exciting transformation journey with a new organization starting October 1st and many areas of development ahead of us. There's substantial scope here to contribute your expertise, develop in the role, and create improvements that make a real difference in travelers' daily lives. As an employee with us in Region Jönköpings län, you'll have access to our employment benefits. Read more about our benefits here: Benefits, Region Jönköpings län (http://www.rjl.se/jobb-och-karriar/Jobba-hos-oss/Formaner/) Questions about the position? If you want to know more about the role, feel free to contact Market and Communications Manager Annelie Jönsson at telephone 072-227 16 89 or [email protected]. We welcome calls from interested candidates but decline contact from those selling ads and recruitment services. Our recruitment process The application deadline is October 4, 2026. We welcome your application. We're planning an initial digital interview stage starting week 41. This will be followed by in-person interviews. A work sample may be included in the recruitment process. When you apply for the position, we'd like you to attach your CV. You'll also answer questions about your experience and qualifications, so you don't need to include a cover letter. Read more about Region Jönköpings län's recruitment process on our website: Our recruitment process (https://www.rjl.se/jobb-och-karriar/Lediga-jobb/Var-rekryteringsprocess/)