Customer Experience Specialist

YOUR MISSION AT VOI As a CRM Automation Specialist at Voi, you will strengthen our lifecycle marketing by turning data and insights into automated CRM programmes that drive engagement, conversion, and retention across our markets. You will work hands-on in Braze to design, build, and optimise journeys that support users from onboarding through to loyal, high-value riders. Sitting within the CRM team and collaborating closely with Data, Marketing, and Product, you will make sure lifecycle initiatives are insight-led, measurable, and aligned with Voi’s broader growth objectives. You will: * Analyse lifecycle performance using CRM data to identify opportunities across onboarding, engagement, upsell, and retention. * Investigate user behaviour and campaign performance to uncover automation opportunities, lifecycle gaps, and areas for optimisation. * Translate insights into actionable CRM journeys, segmentation strategies, and targeting logic that can scale across markets. * Build, test, and optimise automated lifecycle journeys in Braze using Canvas, segmentation, and Liquid logic. * Develop reusable templates and scalable campaign structures that reduce manual work and improve consistency. * Identify and implement opportunities to automate existing campaigns and expand lifecycle coverage across the customer journey. * Design and run A/B tests across CRM channels (email, push, in-app) to improve engagement, conversion, and retention. * Analyse experiment results, communicate findings clearly, and turn them into actionable improvements. * Partner with Marketing, Data, and Product to ensure lifecycle activity is aligned with growth priorities and other channel initiatives. * Maintain strong QA processes to ensure accurate segmentation, triggers, tracking, and personalisation, while keeping visibility across journeys to avoid overlap and conflicting experiences. WHAT YOU NEED TO EMBARK You are a data-driven CRM or lifecycle marketer who enjoys working hands-on with tools, journeys, and experiments. You are comfortable moving between analysis and execution, can manage multiple initiatives at once, and communicate clearly with both technical and non-technical partners. * 3+ years’ experience in CRM, lifecycle marketing, or marketing automation in a B2C environment. * Hands-on experience building lifecycle journeys in Braze or a comparable CRM platform. * Working knowledge of SQL and confidence in analysing lifecycle data and campaign performance independently. * Experience designing, running, and evaluating A/B tests, including an understanding of experimentation methodology and statistical significance. * Strong understanding of lifecycle strategies such as onboarding, engagement, upsell, and retention. * Proven experience building automated CRM journeys and scalable campaign structures. * Comfortable working with CRM data structures, including user attributes, events, triggers, and segmentation logic. * Strong analytical thinking, problem-solving, organisation, and prioritisation skills, with the ability to manage multiple campaigns and dependencies. * Clear, collaborative communicator who enjoys working with both technical and non-technical stakeholders. Don’t meet every requirement? If you are excited about this role and our mission, and have relevant, transferable skills, we encourage you to apply – even if you don’t check every box. WHY VOI? Working at Voi is more than just a job; our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this, you’ll have the opportunity to: * Join Europe’s #1 micromobility operator and one of the fastest growing scale-ups. * Get “skin in the game” through our employee options programme. * Enjoy unlimited free Voi rides and a dog-friendly office. * Work together with inspiring, motivated, and fun colleagues towards a common goal. * Join the micromobility revolution and be a part of creating sustainable cities made for living, free from noise and pollution.

Location: Stockholm, Sweden Language Requirement: Native-German Work Hours: Monday–Friday, 08:00–17:00 (1 weekly WFH day) ---------------------------------------------------------------------------------------------------------------------------------- HELP PEOPLE TAKE CONTROL OF THEIR FINANCES — JOIN US AT ANYFIN At Anyfin, we believe financial power belongs in the hands of the people. Since 2017, we’ve helped customers across Sweden, Finland, Norway, and Germany save millions by refinancing expensive consumer credit. And we’re just getting started. With new markets, new tools, and new products ahead, we’re on the lookout for more brilliant minds and big hearts to grow our Operations team. We’re now hiring a German-speaking Operations Agent who’s eager to make a real impact on customers’ financial health - every single day. ---------------------------------------------------------------------------------------------------------------------------------- ⭐ WHAT YOU’LL BE DOING As an Operations Agent, you become a key player in our core operations. Your work will directly shape the customer experience and the success of our mission. Your responsibilities: * Communicate with customers across email, chat, phone, and social media * Ensure top-quality customer experience - every interaction counts * Follow credit policies and regulatory standards with precision * Handle administrative tasks, including AML/KYC checks, customer verification, and regulatory documentation * Analyze and evaluate credit applications to produce responsible, transparent offers * Suggest and implement improvements to processes, tools, and workflows * Collaborate closely with a supportive, energetic, cross-functional team ---------------------------------------------------------------------------------------------------------------------------------- 🌟 WHO YOU ARE You’re in the early to mid stages of your career, combining enough experience to make confident decisions with a strong hunger to grow within fintech. YOUR BACKGROUND You likely have 1-4 years of experience in: * Customer service (banking, fintech, insurance, telecom, travel, or similar) * Credit risk assessment, AML/KYC, financial services, or advisory roles * Sales or support environments where empathy and communication are key You don’t need to be senior - but you do bring maturity, ownership, and reliability to every task. ---------------------------------------------------------------------------------------------------------------------------------- 🧠 SKILLS & COMPETENCE LANGUAGES * Native-level German * Fluent English * Bonus: Swedish or Finnish TECHNICAL & ANALYTICAL SKILLS * Excellent communication skills across written and spoken channels * Strong attention to detail and comfort working in regulated environments * Ability to assess creditworthiness quickly and accurately Comfortable interpreting financial data and customer information * Familiarity with AML/KYC or a willingness to learn * Familiarity with AI ---------------------------------------------------------------------------------------------------------------------------------- 💛 MINDSET & PERSONALITY You thrive in a role where customer impact is real and immediate. You are: * Customer-obsessed — motivated by helping people improve their financial lives * Fearless & proactive — you take initiative and challenge how things can be improved * Positive & team-oriented — uplifting the people around you comes naturally * Structured yet adaptable — you follow processes while embracing change * Multitasking-friendly — you enjoy switching between service, analysis, and admin tasks ---------------------------------------------------------------------------------------------------------------------------------- 🚀 WHAT DRIVES YOU * Growing your career in fintech * Working ethically and helping customers regain financial control Being part of an ambitious, international, mission-driven team * Making real impact - not just executing routine tasks ---------------------------------------------------------------------------------------------------------------------------------- 🎁 WHAT WE OFFER * A modern office in central Stockholm * A diverse team from all over the world * Real opportunities for learning, development, and career progression * A supportive and high-performing Communications & Operations team * Breakfast, after-work hangouts, wellness perks, and top-tier tech gear * A workplace that values curiosity, innovation, and continuous improvement This is your chance to join a bold fintech company transforming financial health and to grow alongside a team that’s only getting started. READY TO MAKE A DIFFERENCE? We can’t wait to meet you. Apply today and help us build a fairer financial future for everyone.