KONE is a global leader in the elevator and escalator industry : our job is to make the world’s cities better places to live . At KONE, our mission is to improve the flow of urban life . As a global leader in the elevator and escalator industry , KONE provides elevators , escalators , and automatic building doors , as well as solutions for maintenance and modernization , which add value to the life cycle of any building .
Commercial & Operations ensures we are the most competitive in each of our businesses , throughout the lifecycle . Commercial and Operations has a crucial role in helping KONE to be faster , nimbler , helping our frontlines to serve our customers better than any other company in the industry .
We are now looking for a
Customer Insights Senior Manager
to lead our enterprise-wide customer insight approach and ensure the voice of the customer is at the center of our decision-making . In this role, you will define KONE’s customer insights vision , lead a team of insight professionals , and manage large-scale research projects that drive strategic development .
This position is global in scope and provides the opportunity to work across functions and regi ons and be based in one of our main offices , ideally in Espoo , Finland .

Key responsibilities :

• Develop and implement an enterprise-wide customer insight approach, ensuring that the voice of the customers guides business decisions to improve satisfaction, loyalty, and lifetime value.
• Manage and mentor a team of customer insight professionals, fostering a collaborative and innovative work environment.
• Formulate and execute KONE’s comprehensive customer insight vision, enabling quantitative and qualitative data to be transformed into valuable, accessible, and rich insights.
• Design and conduct research projects aligned with business needs and priorities, including the procurement and management of third-party research agencies as appropriate .
• Collaborate closely with various stakeholders at KONE to develop strategies, activities, tools, and processes that drive the adoption of data and insight in decision-making.
• Support stakeholders in identifying gaps and needs for insights, designing the correct approach, and executing research and analysis activities according to plans.
• Confidently challenge stakeholders and internal teams on their use of insights to ensure the customer is at the heart of planning and decision-making.
• Identify and communicate business implications from insights clearly and engagingly to improve and implement our customer-centric strategy.
• Provide customer understanding and insights to different stakeholders, helping the business answer key questions and challenges by gathering, synthesizing, and interpreting data across multiple sources while connecting the insight with business priorities.
• Stay up-to-date with industry trends and best practices to maintain a cutting-edge approach in customer insight to support overall KONE customer experience.

To succeed in this role, you should have :

• A minimum of 12 years of experience in customer insight and research, specializing in global B2B surveys and customer experience management.
• At least 5 years of direct people management experience in international corporate environments, with demonstrated mentorship and culture development.
• Proven track record in strategic leadership in customer insights, including developing and implementing customer feedback management in a global context to improve business performance.
• Ability to drive strategic initiatives and set strategic targets and vision while understanding the hands-on aspects of customer feedback management.
• Proficiency in consulting, influencing, negotiating, contributing, and leading teamwork in multicultural environments.
• Strong analytics skills to interpret customer data, performance metrics and market trends.
• Expertise in various research methods and tools for simplification and effective customer insight planning and execution.
• Strong grasp of artificial intelligence, machine learning, and predictive analytics.
• Experience with leading survey platforms such as Medallia and Qualtrics; familiarity with data visualization tools such as Power BI and Qliksense
• Knowledge of corporate (contact) data systems and IT project management and rollout.
• Attention to detail and an analytical, problem-solving mindset.
• Experience in people management and excellent project and partner management skills.
• Change management skills and preferably know-how on agile working methods and practices.
• Relevant Master’s level University Degree.
• Excellent written and verbal communication skills in English.

Want to #joinourflow?
KONE is building up a unique community , aiming to provide the most advanced People Flow ® solutions for its customers and lifting the customer experience to the top. At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual and where we share actively ideas . Sustainability is an integral part of our culture and a daily practice . KONE is an equal opportunity employer that is committed to diversity and inclusion in the workplace . We are proud to offer a range of opportunities that will support you in achieving your career and personal goals . We believe in improving performance through inspiring , engaging and developing our people .
You now have an excellent opportunity to join a group of competent colleagues , work in a truly global environment and be part of the journey in building the leading brand in people flow . At KONE you will be working in a supportive and friendly atmosphere and have flexible working hours to support your work & life balance . We offer comprehensive KONE benefits to our employees .
Do you want to work in an international environment for a major global organization , one of the market leaders in its industry ? Are you ready to take the next step in your career ?
We´d love to hear from you !
For more information on the position, please contact Petra Hofmann (Vice President, Business Development) on Friday, 6th June, from 12:00 to 13:00 (EET) or Monday, 9th June, from 10:00 to 11:00 (EET) via phone at +358 401429700.
Please submit your application including a cover letter already today but no later than June 20 th, 2025 via our www.kone.com/jobs .
LI-GO
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on www.kone.com/career

Key responsibilities :

• Develop and implement an enterprise-wide customer insight approach, ensuring that the voice of the customers guides business decisions to improve satisfaction, loyalty, and lifetime value.
• Manage and mentor a team of customer insight professionals, fostering a collaborative and innovative work environment.
• Formulate and execute KONE’s comprehensive customer insight vision, enabling quantitative and qualitative data to be transformed into valuable, accessible, and rich insights.
• Design and conduct research projects aligned with business needs and priorities, including the procurement and management of third-party research agencies as appropriate .
• Collaborate closely with various stakeholders at KONE to develop strategies, activities, tools, and processes that drive the adoption of data and insight in decision-making.
• Support stakeholders in identifying gaps and needs for insights, designing the correct approach, and executing research and analysis activities according to plans.
• Confidently challenge stakeholders and internal teams on their use of insights to ensure the customer is at the heart of planning and decision-making.
• Identify and communicate business implications from insights clearly and engagingly to improve and implement our customer-centric strategy.
• Provide customer understanding and insights to different stakeholders, helping the business answer key questions and challenges by gathering, synthesizing, and interpreting data across multiple sources while connecting the insight with business priorities.
• Stay up-to-date with industry trends and best practices to maintain a cutting-edge approach in customer insight to support overall KONE customer experience

To succeed in this role, you should have :

• A minimum of 12 years of experience in customer insight and research, specializing in global B2B surveys and customer experience management.
• At least 5 years of direct people management experience in international corporate environments, with demonstrated mentorship and culture development.
• Proven track record in strategic leadership in customer insights, including developing and implementing customer feedback management in a global context to improve business performance.
• Ability to drive strategic initiatives and set strategic targets and vision while understanding the hands-on aspects of customer feedback management.
• Proficiency in consulting, influencing, negotiating, contributing, and leading teamwork in multicultural environments.
• Strong analytics skills to interpret customer data, performance metrics and market trends.
• Expertise in various research methods and tools for simplification and effective customer insight planning and execution.
• Strong grasp of artificial intelligence, machine learning, and predictive analytics.
• Experience with leading survey platforms such as Medallia and Qualtrics; familiarity with data visualization tools such as Power BI and Qliksense
• Knowledge of corporate (contact) data systems and IT project management and rollout.
• Attention to detail and an analytical, problem-solving mindset.
• Experience in people management and excellent project and partner management skills.
• Change management skills and preferably know-how on agile working methods and practices.
• Relevant Master’s level University Degree.
• Excellent written and verbal communication skills in English