Digital CX and Insights Manager @Telia

We are looking for an ambitious and curious partner to join us in turning customer signals into better journeys, stronger digital performance, and smarter business decisions across our digital channels.

As a Digital Insights & CX Manager, you will play a key role in improving how customers experience our APP, Self-Service, E-shop, and WEB on a B2X level. You’ll help shape how we use insights to grow digital performance, while making sure customer issues are understood, shared, and translated into meaningful action across the organization.

This role has two equally important dimensions:

Insights and CX analysis - own customer journey insights, feedback analysis, and performance monitoring across key digital journeys; identify pain points and opportunities, inform stakeholders, and drive solutions that improve CSAT, digital channel performance, and customer experience.

Journey execution and optimization - apply those insights in practice by driving ad hoc improvements and supporting end-to-end journey execution, ensuring the full customer journey is clear, functional, and optimized from both customer and business perspectives.

What you’ll do

In this role, you will:

• Understand and monitor key customer journeys end to end, especially in digital sales and non-sales transactions.
• Own setup and ongoing development of CX listening and survey mechanisms.
• Proactively identify pain points, gaps, and opportunities across customer journeys and turn them into actionable improvement plans.
• Analyze customer feedback, digital behavior, and operational signals to provide clear reporting, insights, and recommendations.
• Work with analytics and technical teams to define dashboard needs, tracking requirements, and reporting logic.
• Monitor both digital sales funnels and non-sales transactions proactively to identify issues and improve CSAT, sales, and journey quality.
• Maintain close contact with frontline teams to understand customer needs, questions, and friction points.
• Drive ad hoc digital sales and CX initiatives by preparing tasks, requirements, and stakeholder alignment for smaller improvements and launches.
• Participate in commercial and journey-related projects to ensure customer and digital channel requirements are included from the start.

What will help you thrive in this role

You are curious, proactive, and genuinely interested in understanding customer needs and behavior. You know how to combine feedback, data, and business context into a clear story, and you are comfortable working with different stakeholders from business, analytics, IT, product, and frontline teams.

We believe you have:

• Experience in customer insights, digital analytics, CX, digital product support, or a similar role.
• Good understanding of digital customer journeys, funnels, and customer feedback mechanisms.
• Experience working with dashboards, reporting tools, and data requirements.
• Ability to identify patterns, summarize findings, and recommend practical improvements.
• Strong communication and stakeholder coordination skills.
• Experience with Medallia, GA4, Qlik, or similar platforms would be considered an advantage.
• Fluency in both English and Lithuanian, as you will work with stakeholders, documentation, and insights across both languages.

Join Telia

At Telia, we’re more than a workplace. We’re an inclusive team of 15,000 colleagues across the Nordics and Baltics, passionate about technology, connectivity, and creating better experiences for our customers. Recognized as a Climate Leader in the Nordics and Baltics, we’re committed to sustainability, inclusion, and delivering meaningful impact through large-scale projects.

When you join us, you’ll become part of a collaborative environment where digital sales, customer experience, analytics, and technology come together to solve real business and customer challenges. We believe our people are our most valuable asset, and we make sure everyone feels welcome, valued, and empowered to grow.

You’ll receive a comprehensive benefits package tailored to your local market, including health insurance, pension plans, workation opportunities, extra vacation days, discounts on Telia services, partner offers, internal learning opportunities, and more. You’ll also have the chance to earn a bonus based on your performance and Telia’s results.

If you want to make a real impact, this is the place where you belong.

Monthly salary range for this position: 3,700 - 4,400 EUR before tax deduction.

Ready to make better happen?

We’re looking forward to receiving your application by 07/06/2026. Please note that we might close the position earlier if we find the right candidate, so don’t wait too long to apply. If you’re selected for the next stage, you’ll be contacted by our Talent Acquisition Partner. Background and reference checks will be part of the process.

At Telia, we recognize talent by professional skills and growth potential. We champion diversity and foster an inclusive work environment where every individual’s uniqueness is valued.

Find out more