Customer Experience Specialist

Gothenburg, Sweden / Remote within Sweden

Customer Experience Specialist

We are looking for someone who is a thinker and a communicator.
Will be listening to, understanding, and deepening our customers engagement with our brand and products, providing analytical evidence of the strengths and weaknesses that can kick it up or drag it down. Practical experience is required for turning data into tangible action as well as a track record of delivering best in class customer experiences to drive and ensure retention. You have probably worked with a SaaS company before and have implemented and managed CX processes with glory. You work with other teams to have a positive impact on our customer experience and drive processes, improvements and CX operations. You take pride in your problem-solving skills, and you connect the dots between departments and creates a streamlined plan, then communicate that back to each team in such a way that information flows freely.

What you will do

The Customer Experience Specialist is responsible for assisting in the operational excellence of Customer Experience activities with a ‘can do attitude’ as well as a demonstrated ability to understand “cause and effect” and to drive continual improvement in a cross-functional team setting.

  • CX Process & Protocol – Establishing CX processes throughout the business with a focus on delivering processes and activities with exceptional quality while maintaining a highly productive and scalable operation
  • Develop our capability to gather data from all touchpoints across the full customer life cycle
  • Work with CX colleagues to develop audience and segmentation strategies in order to impact our customer lifetime value
  • Manage and conduct various research projects designed to help better understand customers’ behaviour and sentiment —and ultimately win over—the hearts and minds of members and customers
  • Drive the customer centric culture by always putting the customer at the center
  • Work with other teams to create customer experience excellence
  • Review and implement customer data analytics and processes, communicating insights and actions across the teams and business
  • Leverage existing and new technologies to create personal, relevant and engaging customer experiences.
  • Analyze metrics to identify friction points in the customer experience and define action points to improve
  • Identify where and how we can grow with promoters

Who you are

  • Bachelor’s degree in related field
  • 4+ years’ experience as a customer experience specialist
  • SaaS as a business model is something you have worked with before and will apply knowledge with aa best practice approach
  • Experienced in building CX roadmaps, playbooks, and data storytelling
  • Demonstrated track record of successful results aligned to both strategic and tactical business needs.
  • Produces high quality and effective deliverables in support of customer experience excellence and retention
  • A self-starter who is chasing actual results and outcomes
  • Flexible and able to handle ambiguity
  • Ability to think through and define product ROI for customers
  • Excellent communication skills and presentation abilities
  • Working in a cross functional setting is where you know the magic happens

Why Avinode Group?

  • We are revolutionizing an industry. We love being at the forefront of the market.
  • You will be seen and be heard.
  • You will be surrounded by Noders who love what they do in work and love what they do outside of work.

How to apply

Sounds like a fit for you?  Please send your application to our Senior HR Generalist Kim Ong at [email protected].

About us

Avinode Group, owned by World Kinect Corporation, brings tech solutions to business aviation problems. We spotted a gap in the market and created a set of indispensable tools – the modern business aviation essentials.
Today, we operate a growing suite of applications that 13,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unique, ever-improving products.

Avinode, is the world’s leading air charter sourcing platform for business aviation professionals to buy and sell charter online. Every year, Avinode processes around 8 million trip searches and 13 million trip requests.

Schedaero, is a flight operations platform that enables operators and flight departments to schedule, maintain and sell out private fleets with ease. Schedaero brings all charter sales activities and details together in one place.

Paynode, is our payment platform specifically designed to facilitate payments in the air charter industry. With Paynode, our members are able to make and receive payments with anyone, anywhere – all in one easy workflow.

This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 130+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue. Avinode seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to exceed expectations.

Other open positions

Customer Experience Specialist
Location: Gothenburg, Sweden or
Remote within Sweden
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