Lead Customer Strategist

Do you want to shape the foundation of how we define, understand, and govern our customers across the Nordics?

We are now establishing a new strategic capability within Digital Sales & Customer Experience (DS&CX) - Customer Strategy & Concepts. This role sits at the core of that ambition.

As Lead Customer Strategist, you will play a key role in defining and governing the fundamental customer structures, concepts, and principles that underpin how we operate across markets. Your work will directly impact on how we deliver consistent customer experience, ensure compliance, enable growth, and scalable sales and service models across the Nordics in Private Business Area.

In this role you will

• Define, own, and evolve core customer concepts such as customer and household definitions and structures, benefit offering or customer interaction principles.
• Act as a senior facilitator across business units and enabling functions, driving alignment and decision-making.
• Lead cross-market harmonization of customer-related concepts and ways of working.
• Shape and drive the customer governance framework to ensure consistency across markets and compliance with regulatory requirements.
• Operate at the intersection of business strategy, customer architecture, and regulatory requirements - translating complex needs into scalable concepts and clear operational structures.
• Establish and govern the development of strategic customer relationship models that enable future business needs and scalability.
• Develop and maintain business rules for access, authorization, power of attorney, and consent management concepts.
• Lead key initiatives and urgent strategic topics within the area.

This is a senior specialist role with a broad strategic mandate. You will not just own and lead the development of key customer concepts and frameworks, ensuring alignment across business units, markets, and enabling functions but also play a central role in establishing and evolving the Customer Strategy & Concepts competence area.

In this role you will report directly to the Head of Customer Engagement & Analytics.

We offer

In the same way that we place high demands on you as an employee, we also expect you to place high demands on us as an employer. Here are some of the benefits of working at If:

• An inclusive work environment where everyone is welcome
• Career and development opportunities in the biggest insurance company in the Nordics
• A highly skilled and collaborative professional environment
• Possibility of hybrid workplace
• Health promoting workplace with wellness allowance and sports activities
• Great insurance benefits, lunch benefit and high pension savings

Who are you?

You are a strategic thinker with a strong ability to structure complex topics and translate them into clear frameworks and governance models. You combine business understanding with analytical rigor and have a genuine interest in how customer data, structures, and business rules enable better experiences and growth.

You are comfortable navigating ambiguity and building new capabilities and concepts from the ground up. With your strong stakeholder management skills, you bring people together across functions and markets and drive alignment on complex topics.

We expect you to have

• Strong experience working with customer centric business models and concepts in a complex organization
• Solid understanding of customer strategy, business architecture, or capability design
• Understanding of regulatory and compliance requirements related to customer data and processes
• +5 years of experience in business development, management consultancy or product management
• Proven ability to lead cross-functional initiatives and drive alignment across stakeholders
• Strong analytical and conceptual thinking skills
• Excellent communication and facilitation skills in both strategic and operational contexts
• Ability to take ownership of complex topics and drive them from definition to implementation
• Experience working in a Nordic or multi-market environment
• Experience with access management, consent, identity, or authorization concepts is highly valued
• Fluency in English; local language skills are considered a plus.

About the team

The Nordic unit Digital Sales & Customer Experience is dedicated to creating outstanding customer journeys and experiences, driven by data, customer insights, and the opportunities brought by digitalization.

You will be part of Customer Engagement & Analytics, where we are strengthening our capabilities within customer governance, analytics, and engagement. This role represents a new strategic competence area and will play a key part in shaping how we work with customer concepts going forward.

Additional facts and the recruitment process

Application deadline: Screening and interviewing will start immediately.

Application deadline is 21st of June, 2026.

To apply for the position: Please attach your CV

Work location: Any main If location in the Nordics.

Travelling: Travel to other offices is expected.

Start: By agreement

For more information, please contact Toni Svärd, Head of Customer Engagement & Analytics, at toni.svard@if.fi.

We look forward to your application!