Customer Experience Specialist

For over 30 years, Wisentic has helped insurers work smarter through automation and innovation. Today, we’re one of the most trusted insurtech companies in the Nordics, using our SaaS products to simplify complexity, accelerate efficiency, and help insurers achieve their goals faster. Our teams are small, empowered, and focused on delivering real value to our customers - not just shipping features. About the role As Technical Application Specialist, you take ownership of technical investigation, system configuration, and application quality across our customer solutions. You work closely with Support, Tech, Product and with customers and internal stakeholders. This is a hands-on, technical role but also a commercially aware one, where system decisions directly impact customer outcomes and business value. What you´ll do * Own and resolve complex technical issues across customer solutions * Investigate problems, identify root causes, and improve system stability * Ensure systems are correctly configured, maintained, and meet quality standards * Manage system setup, including users, permissions, and data quality * Improve and document how we work with configuration and technical solutions * Support pre-sales and delivery with technical insight, always with customer value in mind Who you are You are someone who combines strong technical skills with a genuine focus on creating value for customers and... * enjoy going deep into systems and understanding how things work * are curious about how technical decisions impact customers and value * can communicate clearly with both engineers and non-technical stakeholders * think in terms of outcomes, not just configuration correctness * take pride in making systems not only stable, but useful We believe you have * Experience from technical support, application management, or second-line support * Strong analytical and troubleshooting skills * Experience working with complex systems or SaaS platforms * Structured and detail-oriented working style * Ability to collaborate across Support, Product, Tech and Sales-facing teams * Fluency in English and Swedish * Comfort using AI tools in daily work Why Wisentic We’re a stable company with a long history, working with well-known customers, while still growing and developing as a product company. That gives you the opportunity to contribute and shape how we move forward, without losing the foundation we’ve built over time. You’ll work closely with product and engineering in a collaborative environment where ideas are shared openly and decisions are made close to the work. We value ownership and continuous improvement, but in a way that is thoughtful rather than rushed. And just as important, we’re a team that supports each other. We share knowledge, help out when needed, and take pride in building something together. Our benefits * Competitive salary + pension * 5,000 SEK wellness allowance * Learning & development budget * Choose your tech (Mac or PC) * Flexible hybrid work * Friday breakfasts

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.