Husqvarna Group is searching for a strategic and customer-centric leader to join us as Senior Manager Customer Experience, reporting directly to the VP AI Adoption & Customer Experience. In this pivotal role, you will lead the development, governance, and execution of customer journey strategies and Voice of the Customer (VoC) programs, ensuring that every interaction reflects our commitment to innovation, quality, and customer satisfaction.
About the RoleAs Senior Manager Customer Experience, you will be responsible for shaping and optimizing customer journeys across our Husqvarna Forest & Garden (F&G) Division. You’ll collaborate cross-functionally to ensure that customer insights drive meaningful improvements in our products, services, and operations.
You will also lead the global VoC program, act as Product Owner for CX platforms, and ensure that customer experience metrics are designed, implemented, and continuously refined to measure success and identify improvement areas.
Key responsibilities include:
Voice of the Customer (VoC) Leadership: Lead and evolve the global VoC program, ensuring customer feedback is systematically captured, analyzed, and embedded in decision-making. Translate insights into tangible actions and improvements.
CX Metrics & Analytics: Drive the development and refinement of CX metrics (NPS, CES, CSAT as well as Voice of Analytics) and design new KPIs that reflect both customer outcomes and business value. Combine qualitative and quantitative insights to understand satisfaction and churn drivers.
Product Ownership of CX Platforms: Act as Product Owner for CX/VoC systems post-implementation, ensuring adoption, continuous improvement, and maximum value delivery.
Benchmarking & Innovation: Continuously evaluate emerging CX measures and best practices to keep the organization’s metrics relevant and forward-looking.
Reporting & Storytelling: Deliver clear, actionable reporting and insights to leadership and key functions. Engage stakeholders through compelling storytelling and data visualization.
Cross-Functional Collaboration: Act as a bridge between customer insights towards all business units and product development in Forest & Garden division (Sales, Marketing, Operations, After Sales, Product Development). Represent the customer perspective in senior decision-making forums.
Strategic ability: Prioritize what customer metrics and data to enable and refine based on strategic company bets. Ability to shape future experiences and carry out “future back” planning of what needs to be done year by year.
Location: This position is based in Stockholm, Hälsingegatan (HQ). We offer a hybrid work model with 2–3 days per week in the office.
About YouWe’re looking for a strategic leader with a passion for customer experience and analytics and a track record of driving cross-functional initiatives in complex, global environments. You combine analytical rigor with interest in customer insight to deliver measurable business impact.
You influence across teams - from product and marketing to IT and operations - and excel at turning insights into action. You balance long-term vision with short-term execution and thrive on improving both customer satisfaction and business performance.
You bring:
A university degree in Business, Engineering, Marketing or a related field.
Strong analytical and data storytelling skills.
Proven expertise in working with insights and data – preferably within VoC programs and CX measurement frameworks and measures (e.g., NPS, CES, customer lifetime value).
Strong leadership and stakeholder engagement and alignement skills.
Curiosity, business acumen, and a customer-first mindset.
Demonstrated ability to act as Product Owner for digital platforms.
Excellent communication, reporting, and storytelling skills.
Fluency in English (written and spoken); Swedish is a plus.
Does this sound like you? Please submit your application in English as soon as possible, as we review applications on an ongoing basis. We do not accept applications via e-mail due to GDPR regulations.
For more information about the position or the recruitment process, please contact Johan Odelfelt, Talent Acquisition Partner at [email protected]
Why Husqvarna?We believe that business is ultimately about people. As a team, we win and grow together. Our culture is built on bold ideas, strong commitment, and a shared purpose—creating an environment where innovation thrives, people grow, and every contribution matters.
Our culture is built on three core themes:
Bold: We push boundaries, embrace challenges, and explore new possibilities.
Dedicated: We put in the hard work, bring passion and resilience to every challenge.
Care: We support each other, consider the impact of our actions, and strive to make a lasting difference.
If you're looking for a place where your ideas are valued, your growth is supported, and your work makes a real impact - we’d love to hear from you.
Last date to apply:
18 September 2025Similar Jobs
What We Do
Husqvarna Group is a global leading producer of outdoor power products for forest, park and garden care. Sustainability is integrated into our business. Creating a strong company fit for the future demands the ingenuity and courage of our people, forward-thinking leadership in our organization and the insights of our strategic partners.
Working at our company means being part of our long and proud history. More than 330 years of innovation has shaped the company and contributed to the passion that drives our employees and the company forward. The Group has grown and now includes 14,400 employees in 40 countries and our products are sold in 100 countries under brands such as Husqvarna, Gardena, Flymo and Orbit Irrigation. The range includes robotic lawnmowers, chainsaws, trimmers, riding lawnmowers and garden irrigation.
With our passion for innovation we continue to shape great experiences!
Do you want to be part of Husqvarna Group and pursue a challenging career in an international environment? Read about our job openings and trainee programs here: husqvarnagroup.com/career
