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Director, Customer Excellence And Commercial Projects

Posted on Aug. 18, 2025

Helsinki, Finland
No Salary information.

Full Time

Director, Customer Excellence And Commercial Projects

This role sits in the Telenor Nordics’ Customer and Commercial team which is responsible for defining, driving and executing Customer Experience and Commercial activities and projects across our four Nordic business units and markets in Norway, Sweden, Finland and Denmark. We constantly strive to leverage our Nordic strengths to deliver great services and win customers in the region. Responsibilities of the team include:

Identifying, scoping, and driving Nordic business development/commercial initiatives between and across our four Nordic business units
Identifying, scoping and driving activities that ensure that Telenor provides customers with the best customer experience in the Nordics
Driving Nordic commercial and customer experience collaboration & community building

These responsibilities always entail cross-functional and cross-border execution and many times there are no easy answers. So, if you like a complex and exciting challenge, then this job could be for you.

Some of the main responsibilities

As a Director in the Telenor Nordics Customer & Commercial team, you will work on the most important commercial topics in the Nordics as prioritized by the Nordic Management Team, with responsibility for identifying, scoping, and driving commercial and strategic collaboration projects across the Nordic BUs.

This role is pivotal in shaping the future of customer experience and commercial excellence across the Nordics, directly influencing strategic priorities and transformation initiatives.

You will be part of a team of experienced professionals in the Telenor Nordics Customer & Commercial team.

You will work in close collaboration with professionals from across the Nordic Business Units. You will have the opportunity to work in a highly dynamic and rewarding environment, utilizing agile working practices.

Day-to-day activities may include:

Leading business development and/or CX projects to scale or replicate successful customer experience initiatives across countries
Leveraging customer insights, data analytics, and digital tools to drive impactful CX and commercial initiatives and measuring success
Explore and implement innovative solutions, including AI-driven CX, automation, and next-gen connectivity services
Designing and implementing models that enable us to leverage capabilities across Nordics
Facilitating knowledge sharing of best practice between local businesses
Leading cross-functional teams in a matrix setup, with influence across local and Nordic-level stakeholders.

Experience and qualifications

4-10 years from working within strategic analysis, customer experience, business development, or equivalent roles.
Experience working at the customer interface and a proven track-record for successful customer experience work.
Experience working at commercial and technical interface in a telco or other relevant industry.
Recent operational experience from the Norwegian, Danish, Swedish or Finnish telco market is merited.
Curiousness and forward-leaning on new relevant technology trends, incl. AI.
Master’s degree in economics, business administration, business analytics, information technology, industrial management or a closely related field is required.
Excellent verbal and written English are required, plus one Nordic language is preferred.

This position can be based in either Denmark, Finland, Norway or Sweden. You must be willing to travel intermittently within the Nordic region as required on projects. However, we work virtually and respect a good work life balance.

Key Competencies:

Strategic thinking and analytical problem-solving
Strong stakeholder management and influencing skills
Cross-cultural collaboration and communication
Ability to lead complex cross-border initiatives
Passion for customer-centric innovation

Personal qualities

Ability to collaborate, organize and run cross-functional and multi-cultural projects
Strong interpersonal and organizational skills; experience of navigating complex stakeholder landscapes and ability to lead by influencing a diverse group and at different levels in the organization (senior executives, managers, and subject matter experts)
Ability to build constructive relationships with senior leaders, CEO and CXO layers, to ensure successful program development
Structured and systematic; ability to plan, make clear prioritizations and allocate time and resources efficiently
Strong analytical problem-solving skills
Strong interest and ability to work independently with analysis and problem solving
Experience in a multi-cultural environment; having worked in two or more countries is preferred
Excellent verbal and written communication skills

You will be reporting to VP, Nordic Customer Excellence.

Other information:

Application Deadline: September 7th
For questions regarding this position, please contact hiring manager Jaana-Liisa Malin +358440442019.

About Telenor Nordics

Telenor Nordics serves 10 million customers and society at large in Denmark, Sweden, Finland and Norway with services vital for our everyday digital life. Digital services provided on top of our fiber or 4G/5G mobile connectivity services are supporting the continued digitalization and modernization of private and public sector services and a central part of the green shift. Telenor Nordics’ ambition is to be the leading Nordic provider of both high-quality connectivity services as well as digital services beyond connectivity. As a leader in driving new services, we also see ourselves as the leader in modernizing our technology domain through sunsetting of legacy technology, through new ways of working and exploring new and extensive partnerships. Even though our customers’ needs are similar across the Nordics, our markets, competition, and positions are different, and we therefore always leverage the local BU strengths in our go to market. As part of the Telenor Nordics team, you will be working in cross functional teams closely integrated with colleagues from our business units across the Nordics.

Be a part of shaping the digital future :

From Asia to the Nordics, our 16,000 employees are committed to connecting our 172 million subscribers to what matters most. We work with the latest technology to build innovative connectivity solutions that can empower societies and propel the digital future. Join us on our mission.

Our companies : Telenor Norway, Telenor Denmark, Telenor Sweden, DNA in Finland, Dtac in Thailand, Digi in Malaysia, Grameenphone in Bangladesh & Telenor Pakistan

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