Did you know KONE moves two billion people every day? As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in close to 70 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2024, we had annual net sales of EUR 11.1 billion.
Commercial & Operations ensures we are the most competitive in each of our businesses, throughout the lifecycle. We do this through a step change in value creation for all our stakeholders and enabling success for our Areas and frontlines. Commercial and Operations has a crucial role in helping KONE to be faster, nimbler, helping our frontlines to serve our customers better than any other company in the industry.
Join us as a specialized
Customer Insight Specialist
in a key role contributing to Voice of the Customer processes.
Global Customer Insight team purpose is to revolutionize KONE’s insights capabilities, developing an actionable insight delivery framework, and incorporating the voice of customers into decision-making and strategy development. By bringing customer insights to life, we will foster a customer-obsessed culture that supports KONE’s Strategy Core of being the easiest to work for and work with.
The Customer Insight Specialist role is central in implementing the Voice of the Customer (VoC) solutions and processes with areas and frontlines. Ensuring efficient and easy customer feedback collection, follow-up and analysis globally. And enabling frontlines utilizing customer insights in decision making and continual improvement to reach strategic goals and high customer loyalty.
The preferred location of the position is Espoo, which is located in the capital area around Helsinki, Finland.
In this role you will be reporting to the Senior Manager, Customer Insights, you will be part of the Marketing team.
Main areas of responsibility and activities:
Organize and lead the rollout of surveys in new markets, collaborating closely with IT and local stakeholders to ensure program success.
Work directly with local teams to support their customer experience efforts.
Master survey processes and data flows, support market adoption and development within the VoC program through training, guidance, and clear documentation for local teams, while proactively addressing their questions.
Assist IT department with troubleshooting when necessary.
Monitor and report on the performance of the survey program to various stakeholders.
Make sure employees have access to customer insights via KONE’s reporting tools.
Review survey data and performance metrics to support continual enhancement.
Coordinate communications to keep customer feedback prominent across multiple KONE channels.
Manage communications for the Global Customer Insight team, ensuring that VoC topics are regularly highlighted throughout KONE on platforms like Sharepoint and internal articles.
Useful skills and experience in this role:
Experience in project management in an international matrix organization
Effective communication and presentation skill to deliver essential information
Structured working style with strong ability to manage competing priorities
Experience in Voice of the Customer/Customer Experience Management end-to-end IT systems (e.g., Qualtrics, Medallia)
Good knowledge of Salesforce CRM systems
Analytical skills and experience with visual analytics tools (PowerBI/ Qlik Sense)
Advanced proficiency in key MS Office applications, especially Excel, PowerPoint & Teams
Understanding of and passion for customer experience management
A collaborative team player with a positive and proactive approach
Basic knowledge of change management principles
Experience with Agile methodology
Full professional proficiency in both spoken and written English
Relevant B.Sc./M.Sc degree.
What we offer
Competitive salary and benefits.
Opportunities for professional growth and certification (e.g., Adobe).
A dynamic, collaborative environment with global impact.
The chance to shape how our brand and content come to life across markets.
Professional and collaborative team dedicated to company values.
Ready to join our flow?
For additional information about the position, please contact the Customer Insight Manager Minna Forsell by calling + +358408469354 on 7th and 12th Jan 12-13 (EET).
If you see that you have the experience and qualities to be successful in this role please submit your application via our Careers-site by January 15th 2026.
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At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on www.kone.com/careers