Help Center Business Owner and Content Creator

Role Summary

The business owner and content manager of Help Centre is responsible for ensuring that the application fulfils the purpose of being a user-friendly self-service point for the customer to be independent in the use of Scania’s digital services.  

The role involves responsibility for strategic planning, content backlog ownership, content creation and market collaboration. The content creation includes videos, guides and text articles as well as maintaining tonality, aesthetic and pedagogic guidelines and templates together with other relevant stakeholders.

This role works in close collaboration with Help Centre PO, business units, VCT’s PO, other UX/UI roles, communications and other relevant stakeholders within the Commercial organisation to set up and integrate internal processes for knowledge transfer between the digital services teams and end users.

Main Responsibilities

• Strategic Collaboration: Work closely with the product owner to define the strategic directions for the Help Centre, including the roadmap and development backlog. Define KPIs and set targets related to usage and CSAT.
• Budget: Support budget follow-up on required developments and content creation
• Development backlog planning: Identify improvement areas coming from markets and end users, assess feasibility and define priorities together with content owners (VCT).
• Owner of content guidelines (tonality, update processes, design, etc)
• Owner for content process and content backlog: Maintain and develop the internal process/backlog for content
• Maintain existing content and create new content (including videos, articles, and PDFs)
• Market collaboration: Responsible for hosting and driving the work with the market collaboration group
• Market communication: send regular updates to all markets
• Secure best practices with markets and personalize the Help Centre with local information

Who You Are

• You have demonstrated experience of at least 3 years in a similar role within communication and/or content creation.

• You preferably have demonstrated expertise within one or several areas: Fleet Management System, digital services, software or telecommunications.

• You have demonstrated experience within one or several areas: Content Management System, Digital Asset Management, Figma, video editing and post-production software.

• You have demonstrated experience within one or several areas: AWS, Adobe Premiere Pro, and Adobe Experience Manager.

• You are fluent in English, with excellent written and verbal communication skills. Proficiency in further languages will be valued.

• Strong customer focus, clear communication, structured teamwork and effective problem-solving are essential qualities in this role. 

This Is Us

The Customer Success Team provides seamless support through a premium digital experience. By working proactively and sharing experiences through networking, we secure efficient and coordinated processes within support, quality and communication.

We are the voice of the customer and ensure that customer insights get to the right stakeholder for continuous improvement of our Digital Services.

Scania Offers

We offer a dynamic and engaging workplace where collaboration, innovation, and continuous improvement are part of everyday life. You will be part of a strong team environment that encourages knowledge sharing and close cooperation across functions.

With a structured development plan and a wide range of training opportunities, Scania supports your professional growth both locally and internationally.

Benefits include access to our health center in Gröndal or a wellness allowance, result bonus, flexible working hours, and company car leasing. Scania also arranges events for employees and their families, and for those living in Stockholm, convenient commuting is supported through direct Scania Job express buses to Södertälje.

Application

Your application should include a CV and any relevant certificates. We welcome all applicants and strive for diversity in our recruitment processes.

Apply as soon as possible, no later than 2026-10-09. 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:
Jourdain Cecile, Head of Customer Success, cecile.jourdain@scania.com

We look forward for your application!