Head of Customer Experience (CX)

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About Veracity

The Veracity Industry Cloud Platform helps our customers with the necessary digital tools and platform capabilities for cohesive data-driven solutions. Veracity has a strong presence in Norway, Poland and China, providing digital expertise with high quality and efficiency. From ideation to creation, we help our customers to build and maintain their digital service or product on the Veracity platform. We provide an experienced and competent team who will support our customers digital journey through all the stages of their product’s development and maintenance.

About the role

At Veracity by DNV, we are dedicated to delivering superior and scalable customer experiences across our platform and connecting digital interfaces. We closely link our Customer Experience (CX) work to the business strategy, ensuring the work we do in CX is always relevant and provides direction to a holistic customer experience.

Veracity is now seeking a structured, self-driven and curious CX professional with minimum five years of experience to lead our efforts in this area, taking on the role as our Head of CX. You will play a pivotal role in shaping, managing, and executing our customer experience program, securing an insight driven approach to successful delivery of our CX projects.

As our Head of CX, you will be responsible for developing, implementing and maintaining a customer experience program that aligns with Veracity’s long-term strategy and business goals. You will work closely with our designers and CX tech & analytics, as well as our product teams, providing hands-on input and advice to ensure we meet our CX KPIs and deliver a superior and scalable customer experience. You will be instrumental in strengthening the CX culture in Veracity and implementing the necessary frameworks.

Key Deliverables and Measures of Success:

• CX strategy, structure and governance: Responsible for the design and governance of Veracity’s CX function, including strategies to gather, measure, and action insights. Ensure quality in deliverables and programmatic outputs based on customer-defined success criteria.
• CX KPIs and metrics: Responsible for delivering on our high-level CX KPIs, while supporting our product teams in setting and executing appropriate Customer Journey KPIs and metrics.
• Change management: Build a strong customer focused culture in Veracity by working with a long-term vision and implementing the appropriate processes. Support stakeholders to integrate a CX perspective into key initiatives.
• CX insights: Advise on insights-gathering best practices and ensure that Veracity applies the most appropriate customer research method for each use case.Partner with internal analytics and product teams to gather and package compelling customer data. Develop insights to support leadership decision-making.
• Systematic understanding and translation: Develop an understanding of Veracity’s digital eco-system and work with our technical teams, UX designers and business stakeholders to bridge gaps and translate complexities into intuitive customer experiences.
• Leadership and collaboration: Translate strategic objectives into CX initiatives that support business goals. Lead and build strong working relationships with Veracity’s product teams and other CX entities in DNV.
• CX expertise: Be our CX spearhead, staying current on CX best practices, emerging trends, channels, technologies, and innovative programs. Proactively engage as the face of data insights to the customer.

Location: The position is based in Oslo, Høvik.

Posting Deadline: 15/01/2025.

Please attach a cover letter and CV with your application.

What we offer

• A meaningful job with one of Norway’s most attractive employers
• Interesting and challenging projects
• Exceptional training and career development opportunities
• Great colleagues who value teamwork and a good working environment
• Flexible working hours and a focus on work/life balance
• Access to sports clubs, company cabins, and social events at our Høvik office
• Be part of a world-leading company with a global reach and over 12,000 employees

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.

About you

To succeed in the role, we believe you should have at least five years of experience as a CX professional, having successfully implemented CX programs and/or strategies preferably in a digital-first environment. We think you may come from service design or design research but are open for different backgrounds.

We want you to show-case:

• Excellent planning and resource orchestration skills.
• Comfortable in a leadership position where you successfully manage stakeholders across the organization
• Experience of identifying the right goals and related indicators to deliver on our CX ambition
• Strong understanding of different CX research/insights gathering methods (both qualitative and quantitative) and proven experience of successfully applying the appropriate method to each use-case.
• Experience operating within a digital environment; showcasing effective collaboration with engineers, designers and business teams
• At the forefront of applying AI to create superior customer experiences.

Personality:

• Structured, self-driven and curious.
• A strategic and business-oriented mindset with the ability to tie CX initiatives to strategic objectives.
• Strong verbal communication skills, proactive thinking, and the ability to build and maintain strong relationships.