Customer Experience Systems Lead (Work-Study agreement)
About this role
<p> </p><p><strong>Let us describe the challenge we offer</strong></p><p></p><p><span>We're currently looking for a <strong>Customer Experience Systems Lead</strong> as work-study student (‘alternant’) to join our Customer Experience team. Someone who is passionate about creating seamless customer journeys through excellent system administration, training, and operational support. This is a key role in ensuring that our retailer network has the tools, knowledge, and support needed to deliver a premium customer experience at every touchpoint.</span></p><p class="MsoNormal"><span>As Customer Experience Systems Lead, you will be the driving force behind the successful adoption, maintenance, and continuous improvement of our core customer-facing systems. You will work closely with local stakeholders, retailer partners, and HQ teams to ensure processes run smoothly and that new initiatives are implemented successfully across the network.</span></p><p class="MsoNormal"><span>This position offers a unique opportunity to combine systems expertise, stakeholder management, training, and continuous improvement in a fast-moving and collaborative environment.</span><br><br></p><p><strong>What you'll do</strong><br></p><p><span>In this role, you'll be responsible for ensuring the effective use and continuous improvement of key customer experience systems and processes across the retailer network.</span></p><p class="MsoNormal"><span>Working as part of the Customer Experience team, you will:</span></p><ul><li class="MsoNormal"><p><span>Own and manage the Retailer Portal, Test Drive Portal, and Polestar CRM, ensuring systems are correctly configured, maintained, and adopted across the retailer network.</span></p></li><li class="MsoNormal"><p><span>Support the launch of new retailer and satellite locations, including system setup, user administration, test drive location configuration, and operational readiness activities.</span></p></li><li class="MsoNormal"><p><span>Act as the primary point of contact for system and process-related questions, providing day-to-day guidance and support to retailer teams and internal stakeholders.</span></p></li><li class="MsoNormal"><p><span>Lead onboarding and training activities for new agents and retailer users through virtual and on-site sessions, while creating and maintaining training materials, user guides, and support documentation.</span></p></li><li class="MsoNormal"><p><span>Monitor system adoption, identify opportunities for improvement, collect user feedback, and work closely with HQ teams to drive enhancements, process improvements, and successful implementation of new functionalities.</span></p></li></ul><p> </p><p><strong>Who you are</strong></p><p></p><p><span>To succeed in this role, you'll need a combination of systems affinity, strong communication skills, and a genuine passion for helping others succeed. You enjoy translating complex processes into practical solutions and are comfortable working with multiple stakeholders across different markets and functions.</span></p><p class="MsoNormal"><span>You are proactive, structured, and customer focused. You take ownership of challenges, continuously look for opportunities to improve ways of working, and enjoy building knowledge and capability within a network. You thrive in an environment where change is constant and where collaboration is essential to success.</span></p><p class="MsoNormal"><span>You are currently looking for a work-study agreement to gain professional experience, preferable for the next 2 years.</span></p><p class="MsoNormal"></p><p class="MsoNormal"><span><strong>In addition, you'll bring:</strong></span></p><p class="MsoNormal"></p><ul><li class="MsoNormal"><p><span>Strong project coordination skills, with the ability to manage multiple initiatives and system implementations simultaneously.</span></p></li><li class="MsoNormal"><p><span>Excellent communication skills in English, with the ability to explain technical concepts to non-technical audiences.</span><br></p></li></ul><p><strong>People at Polestar</strong></p><p>