KONE
elevator and escalator industry
CustomerInsightsManager
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“Customer Insights Manager at KONE. Skills: Voice of Customer (VoC) governance, customer insights, stakeholder influence, change leadership. Develop enterprise-level VoC governance framework. Maintain and develop VoC prioritization model”
What You'll Achieve.
measurable improvements in the KONE Customer Experience; meaningful business outcomes
Industry & Context.
Ability to navigate ambiguity; challenge existing practices; create clarity where needed
What They're Looking For.
Must Have
Demonstrated experience in customer centricity and experience, customer insights, strategy, business development or related roles within a global or matrix organization, ability to connect VoC to concrete business decisions, prioritization, and outcomes, Proven ability to influence senior stakeholders and operate effectively in complex, matrix organizations, Experience leading change in culture, behaviors, and ways‑of‑working, Comfortable working at the intersection of different teams and functions, Ability to navigate ambiguity, challenge existing practices, and create clarity where needed, communication and facilitation, Collaborative mindset and experience working across functions and geographies, Full professional proficiency in spoken and written English
Nice to Have
Master's or bachelor’s degree in business, marketing, strategy, or a related field
What You'll Do.
Develop enterprise-level VoC governance framework
Maintain and develop VoC prioritization model
Align VoC initiatives with strategic objectives
Embed VoC insight into decision forums
Support redesign of global Customer Loyalty Survey
Drive evolution of customer-centric ways of working
Support leaders in using VoC for learning
Represent VoC from strategic governance perspective
Collaborate with team members for end-to-end VoC value
How You'll Work.
Team & Collaboration
Partnering closely with senior stakeholders, regions, and global functions; Collaborate closely with other team members; Comfortable working at the intersection of different teams and functions; Collaborative mindset and experience working across functions and geographies
Communication Scope
articulate complex topics clearly and convincingly
Full Job Description
**_KONE_** _is a global leader in the elevator and escalator industry: our job is to make the world’s cities better places to live. At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators, and automatic building doors, as well as solutions for maintenance and modernization, which add value to the life cycle of any building._ _Commercial & Operations ensures we are the most competitive in each of our businesses, throughout the lifecycle. 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._ **Customer Insights Manager** We are now seeking a passionate and experienced Customer Insights Manager to join the Global Customer Insights team within Global Marketing, Commercial & Operations. In this role, you will act as the enterprise lead for Voice of Customer (VoC) governance ensuring customer insight is systematically and strategically embedded into leadership decision‑making and translated into customer‑centric behaviors across KONE. You will play a key role in strengthening governance and prioritization, turning customer insight into focused action, measurable improvements in the KONE Customer Experience, and meaningful business outcomes. This position is preferable in any major KONE office in Europe. **Main responsibilities:** * Own and continuously develop the enterprise-level VoC governance framework, ensuring clarity, consistency, and scalability across the organization * Maintain and develop the VoC prioritization and enhancement model, ensuring focus on the most impactful customer insights in line with business strategy and priorities * Ensure VoC initiatives are systematically aligned with strategic objectives and decision needs, strengthening the connection between customer insight and business impact * Embed VoC insight into decision forums and op
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