Digital Solutions Lead

12 hours ago


Espoo, Uusimaa, Finland Fortum Full time

Drive innovation in our technological backbone and empower our front-line staff to provide exceptional customer experiences. We are seeking two experienced Solution Managers to spearhead the development of Order-to-Cash and Customer Interactions solutions.

Fortum's Digital Customer Offering (DCO) is a business function where technology and operations converge. Our team creates superior digital offerings and experiences for our 2.4 million consumer and enterprise customers. We innovate, digitize processes, collaborate with stakeholders, and strive to make our customers' increasingly digital lives easier.

We are looking for a talented Solution Manager to drive contact center digitalization opportunities and manage solutions lifecycles. As part of our newly formed Nordic Customer Solutions unit, you will join a team responsible for enabling our contact centers with world-class solutions.

Main Responsibilities:

  • End-to-end solution ownership during their lifecycle to gain business and customer value.
  • Development life-cycle management according to business and customer needs.
  • Collaboration with business stakeholders, designers, and architects to capture, define, and prioritize needs and propose sustainable solutions.
  • Understanding business processes and connecting business requirements with functional capabilities of the solution.
  • Creating a roadmap that takes into account strategic alignment and business value with the solution's life cycle.
  • Process improvement and cost savings through customer-centric approaches.
  • Fostering a culture of continuous improvement.
  • Promoting awareness of selected solutions within the organization and engaging relevant stakeholders in ongoing development and business value realization.
  • Identifying innovation opportunities.
  • Solution-level IT landscape and budget ownership.
  • Ensuring high-quality user success.

To excel in this role, you should have:

  • A master's degree or equivalent and relevant work experience in IT.
  • At least 5 years of development experience and a successful track record in leading step-change initiatives in an operational environment.
  • Previous experience and good understanding of contact center environments and enablers.
  • Strategic thinking and the ability to bridge business goals with technological solutions.
  • Strong project management and stakeholder management skills.
  • Experience in agile ways of working and design thinking.
  • Excellent leadership, communication, and collaboration skills.
  • Proficient English written and verbal.
  • Travel required.

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