Product Experience Specialist (Full Time)

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.

Bannerflow is a fast-growing global SaaS company building a Creative Intelligence Platform that enables enterprise brands to predict, create, and optimize advertising across channels. We're on a company-wide AI transformation journey, where AI and agentic workflows are becoming a core part of how we build and innovate, with high expectations on adoption across all teams. We're now strengthening our Customer Experience team for the next phase of the business and are looking for a Customer Experience Specialist who gets energy from solving complex problems and making customers successful, not just closing tickets. You debug problems. You own tickets. You make customers feel heard. With a 99% customer satisfaction score, our Customer Experience team is the frontline of what we promise customers and we're raising the bar. As AI reshapes how we build and how our customers work, this role is evolving too. We want someone who's excited by that, not intimidated. What you'll actually do You'll be the person customers turn to when something's broken, unclear, or not working the way they expected. That means: Handling support across chat, email, and video, owning tickets from first contact to resolution, no handoff limbo Troubleshooting and reproducing technical issues: reading console errors, using browser dev tools, and writing clear bug reports with steps, logs, and customer impact Triaging what's a you-problem vs. an engineering-problem, and knowing how to package the latter clearly Building and maintaining knowledge base content that actually helps people self-serve, and exploring how AI can make that content smarter and more scalable Bringing customer patterns and feedback back to product, CS, and leadership. You're the voice at the table Who you are You've done this before in a B2B SaaS environment and you know what good looks like. You don't forward problems, you solve them. When a customer is frustrated, you lead with empathy and follow through with honesty. You're a strong fit if you: Have hands-on experience supporting a technical SaaS product with enterprise customers Are comfortable in a browser console. HTML, CSS, and basic JavaScript don't scare you Communicate fluently in English, in writing and on calls Follow up proactively and don't let tickets go cold Are curious about AI tools and how they can improve support quality and efficiency Thrive in a fast-moving environment where priorities shift and ownership is real Bonus points for experience in Martech, or familiarity with the Meta/Google ad ecosystem. You must be eligible to work full-time in Sweden without restriction. Why Bannerflow We live by three values: passion, collaboration, and challenge. You'll work with people who care deeply, push each other to grow, and know how to have fun doing it. Trust and ownership are real here, you'll have the space to do your best work without someone looking over your shoulder. We offer a competitive package including pension (ITP1), health allowance, parental leave top-up, health care insurance, and a hybrid setup. And with padel tournaments, hackathons, Friday beers and more, there's plenty of life outside the work too. We are committed to building a diverse and inclusive team and welcome applications from candidates of all backgrounds, experiences, and abilities. Are you + Bannerflow = true? If you're the kind of person who digs into a problem rather than bouncing it, and you want to grow in a company that takes both technology and its customers seriously, we'd love to hear from you.