Global Customer Experience lead

Role Summary

Scania is now strengthening its customer experience agenda and looking for a Global Customer Experience Lead to lead and evolve our global Customer Experience and Net Promoter Score framework within Commercial Operations.

In this strategic and highly visible role, you will act as Scania´s Commercial organization´s CX champion, ensuring that the voice of the customer is systematically captured, translated into insights, and embedded into decision-making across regional, wholesale, and retail operations. You will connect customer feedback, business strategy, and operational excellence to accelerate our journey toward becoming truly customer obsessed.

By defining clear success metrics, aligning stakeholders, and driving change at executive level, you will play a key role in securing long-term customer loyalty, premium positioning, and sustainable profitability.

Job Responsibilities

As Global Customer Experience Lead, you will

• Define and drive Scania’s CX vision and strategy, ensuring alignment with the commercial strategy, business values, and operational excellence ambitions.
• Lead and further develop the global CX and NPS framework, ensuring customer feedback is captured, analysed, and translated into tangible improvements across markets and functions.
• Establish and follow up on clear KPIs and success metrics, connecting customer insights to behavioural, operational, and financial performance.
• Represent the customer perspective in senior decision-making forums and actively influence executive stakeholders.
• Drive cross-functional collaboration, break down silos, and ensure structured inner and outer loop processes that strengthen customer loyalty and long-term business value.
• Deliver clear, actionable reporting and storytelling to leadership, turning data into compelling insights that inspire action.

Who You Are

You are a strategic and business-driven CX leader with a strong customer-centric mindset and the ability to translate insights into measurable business impact. You combine analytical strength with compelling storytelling and know how to influence senior stakeholders in a complex, global organisation.

You bring experience from wholesale and/or retail operations and have worked hands-on with customer insights, VoC programmes, or CX measurement frameworks. You are confident navigating between strategy and execution, and you thrive in cross-functional environments where alignment and collaboration are key.

As a leader, you are engaging, structured, and courageous enough to challenge silos, KPIs, and ways of working that do not serve the customer. Most importantly, you genuinely believe that exceptional customer experience is a competitive advantage, and you are ready to champion that belief across Scania.

We expect you to have a university degree in Business, Engineering, Marketing or a related field. Experience in procuring CX systems, including implementation, is considered a strong advantage.

We welcome applicants from all backgrounds – your unique experience and perspectives are valuable to us.

This Is Us

As part of the Distribution Network Strategy team within the Commercial Office (UO), we work cross-functionally to strengthen Scania’s distribution network and enable premium customer experiences across markets.

You will join a highly engaged, proactive, and collaborative team that plays a central role in shaping and executing Scania’s Distribution Network Strategy as an integrated part of the overall Scania Commercial Strategy. We are also committed to transforming Scania into a truly Customer Obsessed organisation.

Scania Offers

We offer a dynamic, flexible workplace with hybrid work options, including Scania Sergel and Midway hubs. With a structured development plan and courses, Scania supports your career growth both locally and internationally.

Benefits include training at our health center Gröndal or wellness allowance, result bonus, flexible hours, and company car leasing. Scania also hosts events for employees and their families, and Stockholm residents enjoy direct access to Södertälje via Scania Job express buses for an easy commute to Södertälje.

Application

We look forward to receiving your application, consisting of your CV and kindly ask you not to share a cover letter to ensure an efficient and unbiased recruitment process for all parties.

Apply as soon as possible, no later than 2026-03-20. Screening will take place on an ongoing basis during the application period. Logical and personality tests may be used as part of the selection process, and a background check may be required for this role.

If you have questions or would like more information, please contact: Susanne Ekström, Head of Distribution Network Strategy, Susanne.ekstrom@scania.com  We look forward to your application!

Education