F-Secure delivers research-led cyber security to defend organizations, society and people from real-world attacks and build resilience into their approach. Our people are a mix of technical and creative experts – diverse, talented, and passionate people – working tirelessly to help us advance the industry with new ways of thinking. They lead their own development, in and out of the office. They call the shots when it comes to building a place to call home in our organization.
This is an exciting opportunity to drive customer-centric consumer product creation and lead the product and service design community in Finland’s trusted cyber security company, F-Secure.
At F-Secure, we have launched a set of groundbreaking security apps to protect users' everyday digital life. These solutions cover multi-device security, family protection, privacy and identity protection and securing the entire connected home (Internet of Things). We’ve redefined what user experience means in many product categories and been awarded for our designs. Our apps are sold to consumers directly, and worldwide through our partner channels.
We are now looking for a Head of Customer Experience to lead the UX design-related product strategy for F-Secure and work with the teams bring to life security experiences that gives people peace of mind.
You will be F-Secure's most senior CX person and will lead a matrix-team of designers across the company.
Key responsibilities include:
Be an advocate for our user and partner experience by leveraging user research within the product creation process to influence design and product decisions, ensuring that user and partner needs are front and center across all aspects of our product development lifecycle. Improve processes and elevate design standards.
Support product management and R&D to refine and prioritize the business problems consolidating the user research. Guide the product CX designers to focus on what matters.
Being a thought leader and ensure the overall CX vision and experience goals are shared with the rest of the CX team, R&D, product management, and the wider organization.
Organizing and facilitating experience-focused workshops and UX reviews to align the teams and ensure design thinking is applied to business problems. Include others from within the organization and from our partners to co-create.
What are we looking for?
The right candidate has a strong vision on CX design, is a thought leader, hands-on, and skilled at design operations management. You will coach and mentor the CX designers across different teams and foster collaboration with R&D, product management, and the wider organization. You have a proven track record in UX or Service design, are user-centric, and love turning quantitative and qualitative findings into insights and strategy to drive product priorities.
You play a key role in outlining and achieving how partners and customers perceive the company, while driving higher customer satisfaction, NPS, customer retention, increased efficiency and profitability and new business growth through industry leading CX design. In short, you set out and oversee the strategy, planning and execution of the organization’s overall customer experience goals.
The Head of CX is also the torchbearer of a customer-centric culture in the organization. You have strong leadership and communication skills, and are looking to create an inclusive and empowering design culture.
You can also act as a product practitioner who can meticulously work alongside the product CX designers with domain knowledge and design craft excellence. You care about the CX community in the company, coach them to deliver outstanding work, and think about different aspects of design, listen and react to their feedback, and enable them to grow their skills and careers.
You will be a good fit for the position, if you...
Applicants are not expected to tick every box – feel free to apply if a large proportion of these elements do or can apply to you.
What will you get from us
We offer interesting challenges and competitive compensation & benefits. You get a chance to develop yourself professionally in an international and highly motivated team serving our customers in providing world class security and privacy.
Plus, you will join us at a unique turning point in our history, with a chance to reshape our culture. From a cybersecurity company with 34 years of history, we are founding a dynamic, consumer focused, partner-driven company: highly profitable with a strong, global market presence and focused on growth.
Our people are a mix of technical and creative experts – diverse, talented, and motivated people – working to help us advance the industry with new ways of thinking. They lead their own development, in and out of the office. They call the shots when it comes to building a place to call home in our organization.
Over 1,700 amazing colleagues in nearly 30 offices
Possibility to protect the world
Work with best of class experts who care
Relaxed, open and fun working environment
68+ of nationalities
Global with the spirit of a small company
You can’t design culture!
The F-Secure team is diverse, fluid, fun-loving, and full of energy. It’s our job to preserve that, so we’ve made it our business to help individuals traverse from passion to passion, from specialism to specialism, from the flavor of today to tomorrow’s. We move with their needs, and help them build Pathways, always focusing on the things that make them happy in and beyond of the office.
See yourself here? Bring your best self and apply now.
Diversity & Inclusion:
F-Secure is an equal opportunity employer and believe that employing a diverse workforce is central to our success. We are committed to ensuring all qualified applicants will receive consideration for employment without regard to nationality, colour, race, ethnic or national origin, sex, gender (including gender reassignment), sexual orientation, religion or belief, age, marital status or physical or mental disability. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you!
1988F-Secure established under the name Data Fellows
1992First public hysteria about a computer virus
2002First Antivirus for mobile phones
2004F‑Secure Labs launches first antivirus industry blog
2009F‑Secure’s next step into the cloud
2015F-Secure aims to become the leading European cyber security company
2018MWR InfoSecurity joins F-Secure