Job Description

Do you want to improve how customers experience communication – making every message more relevant, timely and impactful?

In this role, you will shape and scale customer communication processes across markets, using data, segmentation and personalization to drive stronger relationships, higher retention and better customer satisfaction.

About the role

As Customer Communication Process Specialist, you will play a key role in building effective and scalable communication processes across markets. Your focus will be on optimizing communication activities, embedding best practices in segmentation and personalization, and using data insights to continuously improve the customer experience.

As a vital member of the communication & marketing team, you will collaborate with colleagues across it, insights, and business functions, managing data processes to support campaign execution while also leading long-term process improvements. The role combines analytical thinking with operational impact and offers real opportunity to influence how customer communication is structured and delivered.

This role can be based in any of our main offices in Sweden, Finland or Norway.

What makes this role exciting:

• You improve communication experiences at scale across markets
• You influence both strategy and execution of customer communication
• You work with data, segmentation and personalization in a hands-on way
• You drive best practices and process development
• You collaborate across teams and functions

Key areas of responsibility include:

• Supporting campaign setup and execution aligned with communication strategies
• Conducting testing and quality assurance to ensure high standards
• Harmonizing processes across markets by documenting and implementing best practices
• Identifying development needs and contributing to process improvement initiatives
• Translating business goals into actionable communication and segmentation strategies

About you

You are structured, analytical and customer-focused, with a strong interest in how communication, data and technology come together to create better experiences. You enjoy improving processes and collaborating across teams.

We believe you bring:

• Experience with advanced technologies in CRM systems and marketing automation platforms.
• A relevant university degree and at least three years of experience in a related field
• Experience in SQL and customer data segmentation
• Strong understanding of segmentation and personalization principles
• Strong collaboration skills and a proactive, team-oriented mindset

We offer you

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here

For permanent employment with Fortum Sverige AB, you may be assigned a wartime posting within the organization. For further information regarding wartime posting, please refer to the Swedish Civil Defence and Resilience Agency

Interested?

Submit your CV in English by 8th of February 2026 at the latest . We start contacting suitable candidates already during the application period. If you have questions and would like to hear more about the position, please contact hiring manager Sofia Juhlin at sofia.juhlin@fortum.com.

Contact details to Swedish union representatives can be found on the bottom of this page

We are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s power generation is already 99% from renewable or nuclear sources with one of the lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated
emission reduction targets on our way towards net-zero by 2040. For our ~4,500 employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com