Manager, CX Development

Tiivistelmä työpaikkailmoituksesta: You will lead global processes to turn customer feedback and data into prioritized improvement initiatives and measurable business outcomes. You will influence stakeholders across functions to promote customer-centric decisions and present insights and recommendations to senior leadership. You will report to the Director, Customer Loyalty and the position is based in Espoo or Tampere, Finland. Metso offers hybrid working, global incentive programs, wellbeing benefits, extensive learning opportunities, and an inclusive culture. 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: 09/06/2026 We are restructuring our global Customer Loyalty team and are looking for a passionate Customer Experience Development Manager to join us. In this role, you will lead global processes that help Metso systematically use customer feedback and data to drive customer-centric decisions and measurable business improvements. In collaboration with stakeholders across the organization, you will drive a deeper understanding of customer needs, identify opportunities to enhance the customer experience, and coach the organization to act on customer feedback in a consistent and impactful way. Your work will play a key role in strengthening Metso's customer-focused culture and supporting our strategic objectives. You will report to the Director, Customer Loyalty. The 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 responsible for technical tools, measurement, reporting and analytics will support you in succeeding in the role. What you’ll do Own and develop the global processes that support customer-centric decision-making and action planning aligned with Metso strategy Drive the translation of customer feedback and business data into prioritized improvement initiatives and measurable business outcomes. Serve as a customer experience thought leader, influencing stakeholders and driving alignment around customer-centric priorities across the organization. Present insights and recommendations to senior stakeholders Promote customer-centric ways of working through storytelling, communication, and change management. Contribute to customer journey development, identifying pain points and opportunities to improve customer value. Support the continuous evolution of customer experience measurement framework, action planning, and AI-enabled ways of working. Who you are You have a strong track record of driving business impact based on customer data and insights in a global environment. You possess strong stakeholder management and facilitation skills, with the ability to influence stakeholders and drive change without direct authority. You can translate complex information into clear narratives and actionable recommendations. You demonstrate proven change management capabilities and a passion for customer-centric development. You have a strategic mindset combined with a pragmatic approach to execution. You have strong analytical, communication, and presentation skills, including the ability to leverage Microsoft Office tools and reporting platforms such as Power BI. You thrive in a fast-paced, dynamic environment, can navigate ambiguity, and create clarity where needed. You have a collaborative mindset and experience working across functions and geographies You have strong attention to detail, organizational skills, and analytical capabilities You have excellent written and spoken English skills Master’s or bachelor’s degree in business or related field Considered as advantage: Experience with customer survey tools (e.g. Qualtrics, Medallia), CR