At BMW Group, everything starts with passion. It turns a profession into a vocation. It drives us to keep reinventing mobility and bring innovative ideas onto the roads. Enthusiasm for joint projects turns a team into a strong unit where every opinion is valued. It is only when expertise, highly professional processes and enjoyment of work unite that we can shape the future together.

We are looking for a Customer Experience Technical & Analytical Support with the responsibility for providing advanced technical assistance and leveraging AI-driven analytics to enhance customer interactions and improve overall customer satisfaction. This role acts as a bridge between technical teams, customer-facing departments, markets and dealers – this to achieve seamless resolution of technical issues and data-driven decision-making powered by artificial intelligence. You will act as a technical support and system expert within the Customer Experience Team and are expected to collaborate with both CRM and CX across several departments and dealers.

Key responsibilities:

• Contact person for our partners on system-related topics, monitoring of data and development of processes. Responsible for system maintenance, optimization and integrations from the dealer network in Northern Europe (Sweden, Denmark, Finland, Norway and the three Baltic countries).
• Secure data quality and build relevant analysis in Voice of the Customer, for all markets and brands.
• Troubleshoot and resolve complex technical issues related to CX applications and infrastructure. Act as a point of contact for escalated technical issues and ensure timely resolution. Monthly reporting of bonus programs, NPS and system training internally and to dealer groups.
• GDPR process support (Data subject Requests and Data Anonymization in system). Responsible for developing and improving the flow of customer data. Secure processes for data quality and survey participation.
• Analyze customer interaction data using AI and machine learning techniques to identify trends, pain points, and opportunities for improvement. Develop and maintain dashboards, reports, and AI-powered analytics models.
• Visualize insights clearly and effectively to ensure that complex data is presented in a digestible way for our dealers, enabling quick understanding and action. Support the integration of new CX tools and technologies.

What should you bring along?

• A few years’ experience of similar work chores, preferably in a matrix organization.
• Strong knowledge of CX platforms, CRM systems, and analytics tools, including AI and machine learning applications. Experience working with SalesForce, Qualtrics and NPS will be advantageous.
• Proficiency in data analysis software (e.g., Excel, Power BI, Tableau) and AI/ML frameworks.
• Experience in technical support, data analysis, or related roles preferably within a customer experience environment.
• University degree in a relevant field, for example Systems Science or similar.
• Fluent in English and preferably in a Nordic language, written and verbally.

To succeed in this role, we believe you are:

• Pro-active, self-driven and responsive person. You are both technical, communicative and enjoy working with many internal and external areas of contact.
• Excellent problem-solving and troubleshooting skills.
• Strong organizational and time management skills to maintain structure and drive initiatives.
• Positive team player with a holistic and winning mindset able to build trust and develop strong relationships.

What you can look forward to?

Whatever your heart’s desire – in the BMW Group, you will find a wide range of departments and disciplines across the world where you can share your professional passion with us.

This is a permanent position located in Sollentuna, the premises are modern and include a lunch restaurant as well as access to a gym and group training classes. If you find this interesting and you’re bringing the right mind-set in combination with a good skill set, please don’t hesitate to apply!

At the BMW Group, we place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants.