Customer Insight Manager

KONE is aglobal 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