Sep 2024 – Present · 1 yr 9 mos

• Driving the transformation of AI and Analytics within the Consumer Experience Operations — shaping a strategy that turns data into a true business asset, empowering smarter decision-making, automation that helps the operational areas.
• Our mission is to build a cohesive, data-driven culture that aligns analytics and AI initiatives directly with business objectives — creating measurable impact, efficiency, and value enterprise-wide.
• Together with cross functional teams, we’re creating a foundation where advanced analytics and artificial intelligence fuel operational excellence, customer understanding, and continuous performance improvement ensuring that data remains at the heart of every strategic decision made.
• ☑️ Key Responsibilities & Achievements
• ✔ Leading the Business Priority 1 initiatives within AI, driving CC transformation toward intelligent, data-driven operations.
• ✔ Active member of the Steering Committee (SteerCo), providing regular updates to management to ensure that AI and analytics initiatives are strategically aligned, effectively governed, and steered in the right direction.
• ✔ Defined and implemented a comprehensive AI & Analytics Strategy aligning technology initiatives with core business goals.
• ✔ Spearheaded the automation of key business processes, improving efficiency and enabling teams to focus on higher-value work.
• ✔ Partnered with senior stakeholders to embed AI-powered insights into decision-making, performance management, and customer operations.
• ⚙️ Technologies & Platforms
• Microsoft Azure (Data Lake, Synapse, Databricks) | Azure Machine Learning | Python | Power BI | SQL Server | Azure Data Factory | Azure DevOps | Salesforce Data Cloud | Generative AI / LLM Integrations | Azure Cognitive Services | GitHub Copilot | AI Automation Frameworks

Nov 2019 – Aug 2024 · 4 yrs 9 mos

• Driving transformation within Volvo Cars Consumer Experience Operations - Data Cluster, shaping an Omnichannel, data-driven ecosystem that elevates customer experience and operational excellence. It supports multiple digital touchpoints and delivers a personalized customer experience — significantly improving Customer Satisfaction (CSAT) across global markets.
• Our Operations manage large volumes of customer interaction data daily across all regions and channels — including phone, chat, email, social media, and customer feedback. Within the Data Cluster, we developed a robust and scalable data strategy covering all three regions (EMEA, Americas, APAC), ensuring integrity, performance, and actionable insights.
• Today, our real-time dashboards and analytics provide Executive Management and Markets worldwide with live visibility into customer sentiment, trends, deviations, and volume planning — enabling faster and data-driven decisions.
• ☑ Key Responsibilities & Achievements
• ✔ Transitioned from Excel-heavy operations to a fully automated, insight-driven ecosystem, with KPIs available at the click of a button.
• ✔ Recruited and built a high-performing analytics team, bringing together to drive scalable data solutions.
• ✔ Collaborated closely with cross-functional teams across Volvo Cars to align data initiatives with business strategy and customer experience goals.
• ✔ Led extensive data cleanup and optimization, reducing redundancies and improving reporting performance.
• ✔ Reports and insights are actively used by executive management and 40+ markets/importers across 5 hubs (3 in EMEA, 1 in Americas, 1 in APAC).
• ✔ Recognized by stakeholders and top management for excellence in delivery and transformation leadership.
• ⚙️ Technologies & Platforms
• Salesforce Service Cloud | Microsoft Power BI | Microsoft Azure (Data Lake, Synapse,) | Databricks | SQL Server | Azure SQL | Azure Data Factory | Python | Azure DevOps | Azure Active Directory (SSO)

Sep 2017 – Nov 2019 · 2 yrs 2 mos

• In my global responsibility, I led initiatives in Programmatic Media Buying and Search Engine Optimization (SEO), leveraging to improve targeting precision, enhance campaign ROI, and strengthen organic visibility across digital channels (Facebook, YouTube, LinkedIn, Instagram).
• I worked closely with our Markets / National Sales Companies (NSCs) to understand customer pain points from a market perspective. I conducted workshops, built strategies through to execution, and collaborated with cross-functional teams to drive measurable outcomes.
• ☑ Key Responsibilities & Achievements
• ✔ Oversaw a multi-million SEK (8 digits) portfolio with full accountability for performance outcomes, and quality excellence.
• ✔ Conducted market workshops to align business priorities with customer-centric solutions.
• ✔ Ensured brand safety and contextual relevance across all digital campaigns.
• ✔ Delivered a 40% reduction in overall media spend through strategic workflow improvements.
• ✔ Championed Programmatic Media Buying and SEO initiatives to boost campaign performance and organic reach.
• ✔ Collaborated with cross-functional teams to integrate technologies and data platforms for unified campaign execution.
• ✔ Led a distributed, cross-functional team including consultants from Google, WPP (Mindshare, Xaxis, Grey).
• ✔ Recognized by Senior leadership, including the Head of Marketing, for driving measurable results and operational excellence.
• ⚙️ Technologies & Platforms:
• Salesforce Marketing Cloud | Salesforce Sales Cloud | Data Management Platform | Google DV360 | Google Analytics | Google Ad Manager | Search Engine Optimization(SEO) | Programmatic Media Buying | Snowflake | Tableau

Jul 2015 – Aug 2017 · 2 yrs 1 mo

• As the Manager for Business Applications, I was accountable for Volvo Cars’ Content Store and Content Distribution — the central platform for all marketing-based assets globally.
• The VCC Content Store is a Digital Asset Management (DAM) system that serves as the single source of truth for all centrally created materials — including images, films, toolkits, and other marketing assets — accessible to suppliers, dealers, and agencies worldwide.
• This platform holds heritage data dating back to the company’s early years, alongside current and embargoed future car content, making it one of Volvo Cars’ most critical repositories of copyright-protected information. It supports global marketing operations by enabling users to easily locate, manage, and use approved materials for campaigns.
• ☑ Key responsibilities and collaborations:
• ✔ Oversaw content planning, production, and distribution across global markets.
• ✔ Worked closely with the Asset Development Team, responsible for planning and producing stills, films, 3D, animations, and other digital marketing content for Volvo’s digital channels.
• ✔ Partnered with Art Buyers to ensure efficient asset production based on stakeholder, regional, and media input.
• ✔ Led the Content Distribution Team managing uploads, downloads, and workflows within the Content Store.
• ✔ Delivered programs on time, within budget (8 digits), and to the highest quality standards.
• ✔ Collaborated with key partners including Bynder, BrandMaker, GateB, Tech Mahindra, and local Swedish suppliers to enhance platform capability and delivery efficiency.
• ⚙️ Technologies & Tools:
• SaaS-based Digital Asset Management (DAM) platform for centralized asset storage and lifecycle management | Cloud Infrastructure: Hosted on secure, scalable environment with global CDN delivery | Metadata & Tagging: Governed taxonomy tagging for advanced search, copyright, and embargo management | Access & Security - Azure Active Directory (SSO, OAuth2/SAML)

Jan 2013 – Jun 2015 · 2 yrs 5 mos

• As Program Manager for Connected Car at Volvo Cars, I had the privilege of leading one of the company’s most forward-looking initiatives — connecting vehicles, drivers, and data into a seamless digital ecosystem.
• The program successfully delivered real-time vehicle connectivity across 1,927 XC90 cars, enabling advanced safety alerts, predictive services, and data-driven insights that elevated the Volvo ownership experience.
• In collaboration with MELCO (Mitsubishi Electric Corporation) and Ericsson Connected Vehicle Cloud, we built a robust platform that transformed data into value — enhancing road safety, enabling remote diagnostics, and laying the foundation for future connected services.
• ☑ Key Responsibilities & Achievements:
• ✔ Delivered the first generation of connected XC90 vehicles built on a new platform — a prestigious, time-critical, and high-visibility program recognized by Executive Management.
• ✔ Managed a multi-million SEK budget (7 digits) with accountability for program delivery, quality, and performance.
• ✔ Led a distributed, cross-functional team including consultants from Volvo IT, Tech Mahindra, Infosys, Capgemini, WirelessCar, and other Swedish partners.
• ✔ Drove close collaboration with key technology partners including Ericsson Cloud, MELCO, and Volvo IT to ensure seamless delivery across infotainment, telematics, and cloud domains.
• ✔ Strengthened expertise in program management, integrations, supplier management, risk management, Agile delivery, Six Sigma practices, and change control processes.
• ⚙️ Technologies & Tools:
• DevOps Pipelines (CI/CD, Jenkins) | Test Automation (OTA / Over-the-Air) | Mobile Apps (Volvo On Call, My Volvo App) | Microservices Architecture | Ericsson Cloud Platform (AWS, Azure) | Telematics by MELCO & Ericsson Connected Vehicle Cloud

Oct 2008 – Dec 2012 · 4 yrs 2 mos

• As Manager for Customer Service & Warranty Applications at Volvo Cars, I had the privilege of leading a portfolio that forms the backbone of our global customer experience ecosystem.
• These applications — VIDA, PIE, TIE, PULS, QW90, and REGRESS — ensure seamless interaction between customers, retailers, and internal teams, powering everything from inquiry handling to warranty operations with precision and reliability.
• ☑ Key Responsibilities & Achievements:
• ✔️ Led application management and digital services delivery across Customer Service, Warranty, and Parts & Logistics domains.
• ✔ Oversaw a multi-million SEK budget (7 digits) ensuring optimized cost utilization and value-driven outcomes.
• ✔ Managed a distributed, cross-functional team including consultants from global MSA partners — Volvo IT, Tech Mahindra, Infosys, CGI, and Fujitsu.
• ✔ Collaborated closely with business stakeholders, partners, and global teams to align IT solutions with operational goals and customer needs.
• ✔ Gained deep functional and technical understanding across systems like Vehicle Diagnostics (VIDA, PIE, TIE, SPIE, CARCOM), Warranty (QW90, REGRESS), and Parts & Logistics (PULS).
• ⚙️ Technologies & Tools:
• .NET (C#) | Angular | Microsoft SQL Server | AS400 | Oracle DB | DevOps Pipelines (CI/CD, Jenkins) | Test Automation