Manager, CX Measurement

Tiivistelmä työpaikkailmoituksesta: You will manage and develop Metso’s customer experience measurement process and metrics to make customer insight accessible, actionable and understood across the organization. You will lead a global network implementing CX measurement, improve tools, data flows, reporting and dashboards, and support stakeholders in using CX data to drive actions. The role requires a minimum of five years' experience in customer experience measurement, strong analytical and project management skills, proficiency with survey tools and CRM systems (Salesforce or Dynamics), and a bachelor’s or master’s degree. The position is based in Espoo or Tampere, Finland, reports to the Director, Customer Loyalty, includes hybrid working and benefits, and applications close on 30 August 2026. Tämä tiivistelmä on luotu tekoälyn avulla. Our world depends on rocks, minerals, metals and other raw materials – the building blocks of modern society. As an industry leader, Metso helps transform these essential materials to enable sustainable modern life. Our solutions and services support everything from renewable energy and electrification to the infrastructure and digital economy shaping our future. Together, we help our customers meet growing demand while driving the industry toward a more sustainable use of the earth’s natural resources. Join nearly 18,000 Metsonites worldwide, each bringing unique expertise and experience to positive change. At Metso, you’re supported by a growth culture built on safety, wellbeing, inclusion and collaboration. This is your opportunity to make an impact and rise above the possible. Job posting end date: 08/30/2026 We are restructuring our Global Customer Loyalty team responsibilities and seeking a Customer Experience Measurement Manager to join the team. You will be responsible for managing and developing Metso’s customer experience measurement process and metrics, ensuring process compliance, and supporting the competence of internal stakeholders. This involves making customer insight accessible, actionable and understood across the organization. Your work will contribute directly to strengthening our customer-focused growth culture and driving continuous improvement based on customer experience data. In this position, you will report to Director, Customer Loyalty and position is located in Espoo or Tampere, Finland. Team you belong to You will join a team of CX professionals dedicated to measuring customer experience and leading the use of data to drive meaningful improvements and customer-led decisions across Metso. We collaborate closely with a large network of internal stakeholders from businesses and regions. Our team develops tools, measurement processes, data availability and usage, as well as internal competence related to customer experience. We also drive actions based on collected insights to enable strategic and tactical use of customer insights in Metso organization. Team members are responsible for technical tools, reporting and analytics as well as driving actions will support you in succeeding in the role. What you’ll do Manage and develop Metso’s customer experience measurement process and related metrics Manage a global network of professionals in CX measurement implementation, ensuring consistent process execution, stakeholder competence and compliance. Participate in development of tools, data flows and architecture of CX measurement Contribute to improvements in reporting, dashboards, and data accessibility. Maintain CX measurement process documentation and training materials Support stakeholders in understanding, using, and acting upon CX data and insights. Contribute to organization-wide awareness and engagement around customer experience. Who you are You have already been working with customer experience measurement for minimum 5 years. You are passionate about customer experience and possess an analytical, development-oriented mindset with strong attention to detail. You have proven experience in process development and implementation in a global environment You have excellent communication, presentation, and project management skills. You are proficient in customer survey tools, CRM systems (Salesforce or Dynamics), and have strong IT skills including Excel, Word and PowerPoint. You are comfortable working between business and IT, translating business requirements into technical specifications. You thrive in a fast-paced, dynamic, and global environment. You have strong written and verbal English skills Master’s or bachelor’s degree in business or related field. Considered as advantage: Experience with Jira, PowerBI, Marketing Cloud and using AI for business decision-making Working in IT development / SAFE practices, basic understanding of API architecture Experience working in an international matrix organization What's in it for you An inspiring purpose - Enabling sustainable modern life. Minerals and metals are the backbone of essential functio