Job ID: 27898 

We are introducing experience management (XM) to Nordea. Are you keen to be part of the journey as our Qualtrics XM Process Specialist? Are you passionate about customer experience and experience management? Are you a doer and a people person?

We are looking for a Qualtrics XM Process Specialist with Qualtrics and XM knowledge to contribute to our newly established Experience Management Center of Excellence (XM CoE). We are creating a work environment where we develop and adapt to what we observe, in order to keep the customer experience and XM to the core and grow together. To help with this objective, we need your ideas and unique background! 

At Nordea, we see that the world is changing fast – and we want to help our customers to succeed by providing them with the financial solutions of tomorrow. 

About this opportunity

This opportunity is within the recently established XM CoE team that is part of Customer Behavioural Insights, a truly Nordic team working across all four Scandinavian countries.

We at XM CoE team are introducing XM to Nordea. In this transformation journey we guide and inspire our colleagues across the bank leveraging the capabilities of Qualtrics.

We provide and manage tools, processes and governance for XM initiatives. We ensure that our users can collect, analyse and generate insights to identify opportunities and act on them – from operational actions to strategic foresight.

The Qualtrics XM Process Specialist is working with a variety of stakeholders including business colleagues, insight experts and developers to ensure that the business feedback needs are transformed into the best feedback processes in Qualtrics.

• You will, together with your colleagues in the XM CoE team, help to drive the general implementation of Qualtrics as Nordea’s preferred feedback tool by giving support to users and super users across the business areas. 
• You will contribute to ways of working, training and expansion of experience management and the platform
• Other tasks can include for example programming and testing survey designs and email templates, optimizing reporting and building dashboards

• You will also be working on two of Nordea’s large feedback processes that span private banking, business banking and personal banking. 
• You will own the processes, oversee their execution, look for enhancements and make sure documentation is up to date. 
• You will collaborate with the researchers in managing the samples for each of these processes and ensure that automation is in place.

You will be working closely with colleagues in the XM CoE team, the business areas and tech to ensure that the feedback processes are running smoothly, primary in Qualtrics, and transform research and insights needs into survey programming and dashboard builds. 

The role is based in Helsinki; Stockholm.

Your responsibilities will be:

• Support Qualtrics users and superusers in the organisation
• Translate customer and employee research requirements into Qualtrics platform
• Assist business areas in setting up feedback processes in Qualtrics
• Engage with business and tech to ensure best practise processes
• Participate in the XM CoE in driving an experience management agenda in Nordea
• Manage two major feedback processes
• Collaborate with researchers and insight specialists in programming surveys
• Work with data/technology representatives in ensuring data is clean and complete

Who you are

Trust, Curiosity, Care, Expertise, Collaboration. These are the values that guide us in being at our best – and that we imagine you share with us.

To succeed in this role, we believe that you:

• Have a business mindset with a technical understanding
• Pay attention to detail but without losing focus on the overall goals
• Are naturally curious and efficient minded, and whilst being meticulous you also constantly search for ways to improve processes and deliveries
• Like to collaborate with others and thrive on feedback and continuous improvement
• Ability and willingness to demonstrate ownership
• Build relations professionally across the organisation to improve your own work

Your experience and background: 

• Proven skills in Qualtrics, preferably with experience in integrations and reporting
• Understand both the technical architecture and the business value of Qualtrics platform
• Project management experience is considered a great plus
• Proven experience in cross organisational cooperation and stakeholder management
• Some knowledge of CX processes (both on- and offline) is required
• Knowledge of and experience in working with surveys and feedback methodology is a plus
• Experience from the financial sector is a plus 
• Fluent in written and spoken English

If this sounds like you, get in touch!

Next steps

Submit your application no later than 06/01/2025. For more information, you’re welcome to contact Matilde Fogh Kirkegaard.

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.

Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.

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