Business Change Driver - Customer Service

As Business Change Driver within the Customer Delivery area, you will lead and prioritize business initiatives that leads to digital and operational development within Customer Delivery & Customer Service.
The role will be responsible for supporting the Customer Delivery and Commercial department and additional Group teams as of Customer Experience (CX) and Customer Service (CS) in terms of Nordic business needs, requirements, and implementation. 

Key focus in the role is to drive business strategies for better customer delivery, including full overview of the Customer Journey and all functions within the Customer Delivery & Customer Service team. 

**This is a temporary maternity cover for at least 12 months. Start date is as soon as possible.**

ABOUT OUR OFFER

Personal benefits: Attractive remuneration, generous travel benefits, extensive health & wellbeing support, and more. 
Flexible working: We encourage a healthy work-life balance with a dynamic working environment.  
A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions. 
Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams. 
Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation. 

ABOUT THE JOB

• Manage and document business requirements and prioritize them according to Nordic customer and business needs.

• Feed into the TUI Central CS & CX roadmap – and identify risks/opportunities for business requirements. Act with high accountability to drive need change, be a critical eye on business need involved in all meeting.

• Evaluate commercial impact of project/new business to bring best business and customer benefit. (Get clear insight on overall business value across all functions/divisions.)
• Ensure Nordic onboarding on new capabilities / functionality in line with setting clear requirements on end to end solution as of customer performance and delivery.
• Support and build strong relationship with business stakeholders. Clear expectations towards key stakeholders on meeting structure and agenda.
• Drive, implement and support projects and new business opportunities for Customer Delivery in line with set KPI: s, on a Nordic Region- & Group Level.
• Balance and take special care with each Nordic market – regulations, customer expectations and business value.
• Collect feedback from local teams – with local insights – to feed into business cases + prioritization flows.

ABOUT YOU

• Excellent organizational and planning skills.

• Strong project management skills & ability to organize and drive parallel projects. 

• Strong initiative and decision making with ability to deliver both working on own and in a team.
• Ability to lead and manage “virtual” teams through change.
• Ability to influence and manage relationships at Senior level.
• Customer centric mind set with high focus on needs and behaviors. 
• Can drive forward improvements in processes and the way that we work.
• Language: Proficiency in English is essential for this position. Knowledge of any Scandinavian language (e.g., Swedish, Danish, Norwegian) is a plus.
• Education: University level degree or 5 years of work experience within Customer Service.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.