Client Experience Lead

As experienced technology practitioners, the Training & Certification team provides customers, partners and employees with in-depth knowledge of CNS products and solutions, building world-class capabilities to drive successful customer outcomes. Our vision is to inspire a culture of continuous learning and knowledge sharing.

You will help us foster a collaborative learning culture to inspire the development of skills across our client base of customers, partners and employees. We are looking for an enthusiastic, hands-on professional who can build and execute our strategy, vision and tactical execution plans around client experience and adoption while serving as a “brand ambassador” for the Training & Certification team.

• Strategy Development: Develop the client experience strategy and vision, driving behaviors that positively influence key business indicators, revenue and profitability.
• Engagement Planning: Build and execute a comprehensive tactical execution plan that manifests our strategy and vision; foster collaborative learning, knowledge sharing and vibrant communities of practice among client base.
• Platform Enhancement: Refine and redesign the CNS internal and external Learning Center webpages and associated sites, ensuring consistency in content and structure across all platforms.
• Social Media Engagement & Advocacy: Create and manage engaging social media content to enhance brand presence and client interaction on Viva Engage and LinkedIn; encourage employees to engage as well (e.g., posting digital badges and certification diplomas to enhance visibility and recognition).
• Client Engagement: Boost client consumption of all Training & Certification programs (including certifications, use of Power Seach X, etc.) through innovative and interactive approaches. Create compelling messages and engage clients across various internal and external channels, such as Viva Engage, all-hands calls and LinkedIn.
• Data Analysis: Gather, analyze and interpret data from diverse sources to deliver actionable insights that inform strategic decisions.
• Campaign Execution: Plan and execute campaigns in collaboration with the T&C Leadership Team and other CNS stakeholders, ensuring timely delivery and alignment with strategic goals that drive effective organizational change management.
• Cross-Functional Coordination: Collaborate across teams and the broader organization to ensure message alignment and integration across competence development topics.
• Sales Enablement: Develop and manage portfolio sales collaterals and enablement tools, including SharePoint resources.
• Positioning: Compile and distill competitive intelligence, client feedback and win/loss analysis from sales to inform strategic positioning and feed continuous improvement.
• Quality Control: Audit key learning content used in curriculums and certifications, ensuring alignment with Nokia's standards and objectives.

• Bachelor’s degree, with 5+ years’ experience in technology, learning or related industries. Master’s degree and telecommunications background preferred.
• Experience and skills:

1. Strategy, research and analysis
2. Project / campaign management
3. Brand positioning and development
4. Delivering measurable results against business needs
5. Audience analysis and profiling
6. Content development
7. Marketing / communication / social media

• Experience in collaborating with virtual teams and other communication and marketing stakeholders in central teams to accomplish complex objectives
• Presenting to internal and external audiences, including at the executive level
• Communicating effectively with technical and non-technical audiences
• Knowledge of Nokia CNS, its portfolio, vision, direction and business needs
• Strong MS Office suite skills (SharePoint, Engage, Teams, Outlook, Excel, PowerPoint)
• Exceptional organizational and project management skills and ability to meet deadlines
• Excellent American English

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark