Customer Experience Manager

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Kry / Livi is on a mission to deliver great healthcare for everyone through digital tools and physical care. Backed by some of Europe’s most renowned investors (including Accel and Index Ventures), we are building the tools that gives patients and clinicians the best possible care experience, regardless of location. It’s anywhere healthcare.

We’re now looking for a Customer Experience Manager to strengthen our Commercial team in Sweden. You will play an important role in defining our patient experience and retention strategy. Kry’s core value is patient first and when expanding our offering to the capitation business it is of greatest importance to create a world class patient experience that engages our patients and makes them want to stay with us.

As a Customer Experience Manager you will be responsible for retaining patients via engaging content and experiences that are driven by personalization and discovery. You’ll manage the optimization of Life Time Value through engaging life-stage and event based communications across multiple channels. We test, learn, measure and monitor what we do with an eye to constantly improve our KPIs.

We are looking for an experienced and always learning candidate with a combination of qualitative and quantitative analytical skills, preferably along with consulting experience in helping companies achieve their business goals. 

You know how to work independently on both a strategic and operational level, and  are curious about understanding customer behaviour and attitudes and what drives loyalty and engagement. You will contribute to the organisation with your business mindset, your drive and structured approach as well as how you inspire through good presenting and communication skills. You will work collaboratively with a range of functions in the business and report into the Commercial Director. 

What you’ll do: 

  • Develop and drive an overarching retention and loyalty strategy in conjunction with the Product, Operations, and Commercial teams
  • Leverage user insights and data to develop the strategy, positioning, and launch framework in order to increase patient retention
  • Work cross-functionally with Product, Design, Research, Operations, Brand, Support, etc. to execute experiences designed to increase personalization, engagement and retention
  • Develop customer centric retention and loyalty strategies to drive patient engagement and lifetime value
  • Suggest and develop business cases for both strategic and operational initiatives and activities that will develop and retain customers
  • Be the voice and expert of our subscriber base and partner with product, creative, marketing, customer service, and partnerships team to deliver brilliant customer experiences
  • Have a passion for using insights and data to develop always-on personalization and lifecycle management tactics

Who you are

  • You have 5+ years experience of working with business development, management consulting or customer experience. 
  • Experience from the care sector and/or tech scale-ups is beneficial for this role. 
  • You have strong analytical skills. 
  • You are comfortable both with working with data analysis and to drive initiatives within Customer Experience based on acquired insights.
  • You are a sharp thinker and fast-learner with an action oriented mindset and a drive to make things happen. 
  • You have the ability to manage simultaneous projects in an ever-changing environment.
  • Excellent communication skills, in Swedish and English.


At Kry we celebrate differences and are committed to creating an inclusive environment where all employees can truly belong and thrive. Our mission is to provide great healthcare for everyone and in order to achieve this, we believe a diverse workforce is an absolute necessity.

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We offer a unique opportunity to gain a broad and deep understanding of the inner working at Europe’s leading digital healthcare provider. We value grit and a can-do attitude; there is a long and challenging journey ahead of us. You are brave enough to set high goals and then work passionately to achieve them. Last, but not least, we think you believe in that by working together we will achieve greater things than by working alone. At Kry we care about each other and the world around us. Expect to have fun and learn new things every day!

Please submit your application by including your CV, LinkedIn, GitHub or Portfolio.

If you have any questions regarding jobs or our recruitment process, please read our FAQ or contact us on jobs@kry.se. Please note that we do not accept any email applications due to GDPR.  

Or, know someone who would be a perfect fit? Let them know!

Kry

We’re on a mission to build better and more accessible healthcare

 

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