Customer Insight Manager

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 operating rhythms at both global and local levels, enabling informed prioritization and faster decision‑making Support the redesign and renewal of KONE's global Customer Loyalty Survey Drive the continued evolution of customer‑centric ways of working and leadership practices, influencing how VoC is understood, valued, and applied Support leaders in using VoC for learning, prioritization, and continuous improvement, reinforcing a balanced and constructive approach to customer insight Represent the VoC from a strategic governance perspective, partnering closely with senior stakeholders, regions, and global functions Collaborate closely with other team members to ensure coherent end‑to‑end value from VoC Ideal candidate for the position: Demonstrated experience in customer centricity and experience, customer insights, strategy, business development or related roles within a global or matrix organization Strong 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 – not only processes Comfortable working at the intersection of different teams and functions Ability to navigate ambiguity, challenge existing practices, and create clarity where needed Strong communication and facilitation skills; able to articulate complex topics clearly and convincingly Collaborative mindset and experience working across functions and geographies Full professional proficiency in spoken and written English Master's or bachelor's degree in business, marketing, strategy, or a related field What We Offer: Growth and development opportunities in a global company. An international work environment valuing collaboration and innovation. Hybrid and flexible work arrangements for a work-life balance. Be part of a change journey with a solid foundation. Join an ambitious dynamic Marketing global community. Don't miss out on this unique opportunity to shape the future of our organization and join us on our journey! Want to #joinourflow? KONE is building up a unique community, aiming to provide the most advanced People Flow® solutions for its customers and lifting the customer experience to the top. At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual and where we share actively ideas. Sustainability is an integral part of our culture and a daily practice. KONE is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are proud to offer a range of opportunities that will support you in achieving your career and personal goals. We believe in improving performance through inspiring, engaging and developing our people. You now have an excellent opportunity to join a group of competent colleagues, work in a truly global environment and be part of the journey in building the leading brand in people flow. At KONE you will be working in a supportive and friendly atmosphere and have flexible working hours to support your work & life balance. We offer comprehensive KONE benefits to our employees. We´d love to hear from you! Do you want to work in an international environment for a major global organization, one of the market leaders in its industry? Are you ready to take the next step in your career? If you see this as an inspiring chance, please submit your application with your CV and cover letter already today but latest by June 4th 2026 via our Careers site. For more information, please contact Senior Manager, Customer Insights, Marketing, Annaleena Lehikoinen on Monday, May 25th 9.00-10.00 (EEST) or Thursday, May 28th 10.00-11.00 (EEST) by calling +358403528772. #LI-GO 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 https://careers.kone.com/en/ At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow®. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.