Customer Experience and Operational Excellence Specialist

Customer Experience & Operational Excellence Specialist

At Sanoma, we're passionate about creating high-quality textbooks and digital tools that support teaching and learning in schools. We’re looking for a Customer Experience and Operational Excellence Specialist to join our Commercial team on a fixed-term basis. In this role, you’ll join us on a journey to become the nr 1 solution for education materials. 

We think you are in the beginning of your career and eager to learn and develop new technologies. We can offer an exciting role with high development opportunities. A role supporting our digital improvement, automation and adoption of AI, to enhance operational efficiencies throughout our Commercial organization.

Key Responsibilities

Supporting Digital & Data Work

• Digital Tool Adoption: Help teams adopt AI and automation tools that enhance customer experience and operational efficiency
• Platform Optimization: Support the use of platforms like Salesforce and Hubspot by identifying improvements, preparing data, or coordinating with technical teams
• Data Quality and Insights: Contribute to data quality efforts by validating, cleaning, or preparing data for reports and dashboards to drive commercial insights

Driving Operational Excellence

• Process Optimization: Help teams across the business streamline workflows and eliminate inefficiencies using simple tools and templates with the support of central development resources
• Best Practices Implementation: Provide guidance on industry best practices for operational excellence, whether it’s how we develop a new textbook or launch a feature on our digital platform
• Training and Workshops: Conduct training sessions and workshops to build a culture of continuous improvement and operational excellence

Enhancing Customer Experience

• Support our team in championing customer Insights: This could include developing and executing processes for gathering customer feedback, to identify pain points and opportunities for improvement
• Service Excellence: Implement best practices for customer service and support teams, to enhance responsiveness and satisfaction

Collaborating Across Teams

• Cross-Functional Collaboration: Work closely with colleagues within Commercial team including marketing, Customer Service and Sales, as well as our Editorial and Technical development teams
• Go-To Resource: Be an energetic, curious and friendly person who enjoys solving problems and supporting colleagues around workflows, methods, and customer experience strategies

Formal Requirements

• Practical experience of AI agents or similar and a curious and developmental mindset when it comes to new technologies
• Experience of Marketing automation tools and/or CRMs (preferably Hubspot and Salesforce)
• Used to working in projects with support of a project management tool such as Wrike, Monday, Asana or similar
• Suitable educational background and around 3 years of relevant work experience
• Professionally proficient in English as well as Swedish (written/spoken)

Keys to success

• You are an energetic and solution-oriented ‘doer’, who likes to solve novel challenges
• You have a flexible mindset and value variation in your work, seeing it as an opportunity to learn and grow
• You have a collaborative spirit and an ability to work effectively in a team environment

Position Specs

• Location – Stockholm (Södermalm, by “Södra Station”)
• Schedule – Full time, Hybrid work model (3/5 days at the office)
• Contract – Temporary, until September 2026 (with possible extension)

Interested?

Apply no later than August 5:th, but please submit your application as soon as possible. We review candidates continuously and hope to have you aboard in September.

We request that you send your CV and potential cover letter in Swedish.

About Sanoma Learning

How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best-in-class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company.
Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students.
So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential?
Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.