Customer Journey Orchestration Manager

Om jobbet

Do you want to shape how thousands of customers experience a brand - across every touchpoint, every channel, and every moment that matters?

In this role, you will own the end-to-end customer journey and turn insight into action, creating experiences that are intuitive, emotionally engaging and truly impactful. If you are passionate about customer-centricity, design thinking and real business impact, this is a role where your work will be felt every day.

About the role

As Customer Journey Orchestration Manager, you will lead and orchestrate the end-to-end customer journey across channels and lifecycle stages. Your mission is to ensure that every interaction feels coherent, accessible and meaningful - reducing friction and strengthening customer satisfaction.

You will define the journey vision, align cross-functional teams and use insights from brand, market and customer data to continuously improve experiences. The role sits at the intersection of strategy, design, insight and collaboration, offering both influence and ownership.

You will translate customer insights into concrete journey improvements through wireframes, prototypes and design concepts, and validate solutions through usability testing and user research. Working closely with stakeholders across the organization, you will help embed a truly customer-centric way of working.

This role can be located in any of our main offices in Sweden, Finland and Norway.

What makes this role exciting:

• You own the end-to-end customer journey vision
• You influence how experiences are designed across channels
• You work hands-on with journey mapping, prototyping and testing
• You act as a strategic partner to leaders across the business
• You drive initiatives that directly improve customer satisfaction and loyalty

Key areas of responsibility include:

• Designing consistent customer experiences across channels and journeys
• Ensuring alignment between internal processes and customer experience
• Translating customer insights into wireframes, mockups and prototypes
• Conducting usability testing and user interviews to validate decisions
• Identifying and quantifying business value opportunities within journeys
• Collaborating with data, MarTech, and analytics teams to operationalize personalization within journey logic
• Service Blueprinting, ensuring that experience design aligns with operational and technical realities

About you

You are a customer experience professional who combines strategic thinking with hands-on execution. You are comfortable navigating complexity, influencing stakeholders and turning insight into practical solutions.

We believe you bring:

• Deep experience in journey design and service design
• Fluency in data, insights and experimentation
• A customer-obsessed mindset
• Experience building and socializing journey frameworks
• Experience in go-to-market environments (B2C, B2B or B2B2C)
• Strong communication skills and the ability to influence without formal authority
• Experience collaborating across functions and leading initiatives
• Fluency in English, and fluency in Swedish, Norwegian or Finnish

We offer you

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be foundhere.

For permanent employment with Fortum Sverige AB, you may be assigned a wartime posting within the organization. For further information regarding wartime posting, please refer to theSwedish Civil Defence and Resilience Agency.


Interested?

Submit your CV in English by 8th of February 2026 at the latest . We start contacting suitable candidates already during the application period. If you have questions and would like to hear more about the position, please contact hiring manager Pål Gravdahl at pal.gravdahl@fortum.com.

Contact details to Swedish union representatives can be found on the bottom ofthis page

We are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum's power generation is already 99% from renewable or nuclear sources with one of the lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated
emission reduction targets on our way towards net-zero by 2040. For our ~4,500 employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki.fortum.com