Strategy

Head of Customer Experience

08.08.2022

Do you have a passion for creating world class customer experiences?

reMarkable is a Norwegian tech company on a mission to help people think better in a distracted world. We recently confirmed our status as Norway’s latest unicorn, with over 300 employees in Oslo and a million devices sold worldwide. In what feels like no time, we've gone from a small startup finding its way to being one of the fastest-growing companies in Europe.

Following the successful launch of reMarkable 2, which was named one of TIME's top 100 inventions of 2020, and our new subscription service, Connect, in 2021, we've set ourselves exciting growth and product development goals for 2022. To help us get there, we need new colleagues ready to make a real difference through their work – and that’s where you come in.

In our quest towards bringing better thinking to people all over the world, we are looking for a skilled individual with a solid customer experience background and ability to build a strong customer experience team. The Head of Customer Experience will lead the work of setting the vision for this area, cultivating a customer oriented culture across the whole organization and creating great customer experiences. Are you ready to join the exciting growth of a truly unique tech brand?

About the role

As Head of Customer Experience in reMarkable you will be responsible for the experience reMarkable creates for customers. You will define our customer experience ambitions and strategy in collaboration with the top management, and ensure the experience and customer journey is created and executed on. You will be vital in ensuring the customer experience we aim to deliver is inherent in everything we do and the decisions we make. As the torchbearer of customer focus, you will be key to nurture the customer oriented culture and include the voice of the customer in strategic decisions. You will also be responsible for experience management; building capabilities to capture and boost satisfaction throughout customer journeys and touchpoints.

As Head of Customer Experience you will be a key resource in the Strategy team and report to the Chief Strategy Officer (CSO). You will get the opportunity to build a solid customer experience function, working closely with teams across the company; from product development, logistics, insight & analytics, marketing, sales to customer success and support. As a part of the Strategy team you will work closely with C-level management in a high paced, ambitious environment.

Tasks and responsibilities

  • Define a winning customer experience vision and strategy for reMarkable, in line with corporate strategy and best practices

  • Coordinate and ensure execution of the customer experience strategy in the organization. Ensure reMarkable consistently delivers great end-to-end customer experience across channels and touchpoints in the customer journey

  • Identify and evaluate business opportunities related to customer experience, to initiate the right initiatives at the right time. Follow up commercial performance of initiatives

  • Drive customer journey mapping and define top level KPIs and targets for the are

  • Design, implement and follow up a voice of the customer program in reMarkable

  • Build and develop the customer experience domain, organization and processes at reMarkable. Establish and lead a customer experience team that works in collaboration with all other business functions. Work across the organization to inform and support strategic and tactical decision making related to customer experience

  • Acquire, implement, and maintain a customer feedback (experience management) platform and related tools for efficient measuring, analysis, reporting and decision making

Employment type: Full-time

Location: Oslo

08.08.2022

Who are you?

  • Eager to build a key domain at reMarkable

  • Solid understanding of what a great customer experience is and how to make fantastic customer journeys

  • Experience with strategy development and execution, as well as experience management, process development and related operations

  • Experience with product design, service design/management and/or marketing and branding

  • Commercial mindset

  • Ability to build and lead teams

  • Ability to run cross functional initiatives, make priorities and manage stakeholders on all levels of the organization

  • Great communication skills

  • Good understanding of relevant technology and tools

  • Preferably: Previous experience with building the customer experience area within an organization

  • Master’s degree and 8+ years of experience

Personal Characteristics

  • Ambitious and visionary

  • Self-driven and dedicated

  • Enjoys an environment with continuous changes and high pace

  • Humble, but clear and convincing

  • Solution minded and result-oriented

What do we offer?

  • Highly competitive salary and pension plan

  • Access to our employee share incentive scheme

  • Five weeks vacation + 5 reMarkable days to use as you wish

  • Flexible working hours

  • Premium health insurance

  • A culture and work environment where we take care of each other, and invest heavily in social activities and initiatives across the entire organization

  • Career development opportunities balancing professional and personal development. We understand, as a fast-growing company, that both are crucial to our success

  • Fantastic and centrally-located offices at Grünerløkka, Oslo

  • The chance to join an exciting tech scale-up on the global scene

Besides robust career development and growth opportunities, we offer a workplace where everyone can influence the company's direction, story, and success. We're a committed and highly motivated team with a lot of love for what we do and the people that we work with.

Through collaboration, we create a generous, respectful, and supportive environment where people take the extra steps needed to help each other succeed and exceed expectations.

Other Information

  • Contact Sumana Biswas at sumana.biswas@remarkable.no for questions about the role

  • Application deadline: 8th of August . Interviews will be conducted after the application deadline

  • Work location : Oslo

  • A valid work permit from the EU/EEA is needed. Relocation assistance is provided

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