Customer Experience Manager

Fortum Consumer Solutions is looking for a Customer Experience Manager to make sure our teams across the Nordics can understand and use customer feedback to improve our services. If you’re passionate about improving customer experience and want to lead meaningful change, we’d love to hear from you.

We are looking for a person with customer centric and commercial mindset who will unleash the development potential by bringing the voice of the customer into different teams and support them to take the action based on the feedback. If you are passionate about customer centric business development and are looking for your next challenge and adventure, we are interested to get to know you.

In your role you will be leading a Nordic team of customer experience specialists with a purpose of supporting the organization to  have actionable customer insights available for them and support people to take action based on the insights.

You will be responsible for leading development initiatives of varying themes and to continuously develop our capability to take actions based on customers’ feedback. While leading your own team and cross-functional efforts to secure our customers’ and the business success, you can also contribute to Fortum’s purpose of powering a world where people, businesses and nature thrive together.

About the role

• Lead the Nordic Customer Experience team with full people leadership responsibilities – you will guide, support and coach your team members
• Lead the development of our customer contact analysis together with experienced technology and AI experts
• Together with your team formulate and communicate actionable customer insights to different parts of the organization
• Support the organization to take action based on customer insights with sparring and by taking a lead of development projects
• Represent the voice of the customer in different development initiatives
• In collaboration with your collegues develop the way we gather and analyse customer feedback
• Be an ambassador for customer centricity

About you

• Strong knowledge of customer experience and service development with minimum 5 years of experience of leading development within this field
• Excellent communication and influencing skills
• Strong people leadership skills with proven experience of developing high performing teams
• Experience of driving large development initiatives
• Proven experience of using modern technology for customer contact and feedback analysis
• Strong change leadership skills
• Strong stakeholder management and collaboration skills that enable you to effectively work with multiple organizational parties from top management to operational and frontline experts
• Ability to run things independently and proactively
• Fluency in both written and spoken English
• Customer centric and commercial mindset
• Analytical mindset combined with strong ability to drive action
• Growth mindset and willingness to learn new skills
• Relevant university degree

We offer you

• Possibility to ensure customer needs are driving the development of customer journeys, processes, digital channels and offering development
• You will work together with experienced colleagues and customer centric business development professionals across the Nordics and make millions of consumer and business customers’ lives easier
• Lead a passionate team of customer experience specialists
• A challenging position with great development opportunities
• Possibility to contribute to the delivery of reliable energy and decarbonization within the Nordics
  
  

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally. 

More information about our culture and benefits can be found here.

Interested? 

Please apply by the 19th of September 2025 at the latest. We will be conducting interviews also during the application period so if the role sounds interesting do not hold the application till the last day.

If you have any questions please don’t hesitate to contact the recruiting manager Tiina Järvenpää through email: tiina.jarvenpaa@fortum.com

To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.  

We are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries 
decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s 
power generation is already 99% from renewable or nuclear sources with one of the 
lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated 
emission reduction targets on our way towards net-zero by 2040. For our ~4,500 
employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on 
Nasdaq Helsinki. fortum.com