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Head of Customer Experience (CX)

  • Application Deadline: Aug. 20, 2022
  • Helsinki
  • Application Deadline: Aug. 20, 2022
  • Helsinki

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.

Key Responsibilities

You will be F-Secure's most senior CX person and will lead a matrix-team of designers across the company.

Key responsibilities include:

  • Setting out F-Secure’s overall CX strategy through which we continue to deliver world-class cyber security products for our end-users and partners.
  • Be a strong voice for CX in the company and spread the CX strategy and vision far and wide.
  • Inspiring, coaching, and growing the community of product designers in F-Secure. Mentoring and coaching the designers in their work. Keeping the wider organization updated on CX team vision, progress, and deliverables.
  • 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.

Bonus points

You will be a good fit for the position, if you...

  • Are collaborative
  • Can think flexibly
  • Can inspire others
  • Can together with the designer team find the right problems we should be focusing on and can inspire innovative approaches in solving them
  • Can help slicing the concepts into deliverable entities. Think long-term and how we can get to these long-term goals in a step-by-step manner.
  • Have knowledge of what is possible and what will be hard to achieve and/or implement in a digital environment.
  • Know how to define customer experience strategy.
  • Are interested in fostering the CX community in F-Secure
  • Can make great presentations
  • Not afraid to speak internally and externally
  • Use stories to make abstract or complex topics understandable
  • Are an independent self-starter and can make the role your own
  • Always think about the end-users and partners first, while always bringing value to the business

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.

  • F-Secure products you will contribute to are used all over the world by millions of people
  • Freedom - while we have processes and goals in place, you’ll have the freedom to decide how we reach those goals
  • Great colleagues - you will work together with experienced and enthusiastic colleagues and stakeholders
  • We support flexible working hours and hybrid home/office working
  • Company benefits - F-Secure offers good benefits from lunch and phone to bike and massage benefits.
  • Possibility to grow in your career

Work with great people

Karolina Malagocka
Senior Marketing Manager
"At F-Secure we see the value of each and every person"
Robert Grześkowiak
Lead Software Engineer
"At F-Secure you won't feel bored. There are opportunities to learn new things every day."
Fairuz Zainor
"I joined F-Secure straight after graduating and now, 10 years later, I am still happy to be here."
William Jardine
Managing Consultant
"The freedom is a big thing for me. The trust you are doing something worthwhile."

Great Place to Work

  • 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

About the 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

Steven Offerein | Contact Person

I'm interested

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