Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 200,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 3500+ employees from 90 nationalities.
How would you create the best start for our Service Delivery Heroes joining Klarna? How would you design an onboarding process that caters for fast organisational growth? And would you create an inspiring, challenging and empowering experience for our new Service Delivery Heroes to reach their full potential, in an unreasonably short time?
If these questions generate a lot of ideas and potential solutions, then you’re in the right place.
Join us as our Onboarding Lead for the Service Delivery Competence.
But wait, what is Service Delivery?
It’s a Competence, and at Klarna we have 13 of them. Competences are essentially skillset that bring people together. In our case, we’re all geared towards providing the best, simplest and smooothest shopping experience. Not only that, we’re also the second largest competence at Klarna with over 1000 employees across the globe. To do this, Service Delivery Heroes operate across a broad range of services from handling escalated customer cases from our 1st line partners, to leading merchant onboarding or investigating potential fraud. We also support our very own internal customers with teams working towards people management, office operations, compliance screening and recruitment.
But enough about the Competence, what about this role?
You will be responsible for the welcoming of all new starters to Service Delivery! We’re serious about Onboarding, and want to make it a great experience for all our new starters. This includes everything from the contract signing until new Klarnauts celebrate their first 6 months. You will be responsible for firing the starting pistol that ensures new hires are set for success and ready to meet the Klarna world by providing a world–class onboarding that supports the whole competence to grow and ultimately fulfill Klarna’s mission. By challenging new Service Delivery Heroes we ensure they are ready to rumble and fulfill their potential in no time. Our ambition is to create passionate, skilled, and ambitious Klarnauts that are the Next Gen. Klarna Talents!
Who we’re looking for.
As a person you don’t mind when things change quickly, if anything you thrive in fast paced environments and are able to adapt quickly. You are confident in leading the onboarding, whether it involves designing content structures and modules, creating tailored learning experiences while delivering sessions yourself. We move fast within Service Delivery, so you should be comfortable holding a crowd over 50 people.You
easily identify areas for improvement and always look for ways to make our onboardings better, and smarter. You will work with several internal stakeholders and are comfortable driving projects forward.
You will need to have a passion for training and developing people. Experience in planning, scheduling and organising is crucial for you to succeed in your role. It is a clear advantage if you have been working as a project manager and are used to identifying problems, defining initiatives and driving improvements. Our team is a tight knit, and we want you to be a big part of it. So we’re looking for a true team player and a role model for our leadership principles who has the capacity and confidence to drive projects individually.
Our working language is English so a fluent level of English, both written and spoken is a must.
Any experience in L&D or related areas, and experience in managing people would come in handy.
What you can expect from us is a fast pace, challenging problems, and collaboration with many brilliant colleagues. Be ready for change, be ready to learn and be ready to challenge our Competence to excel.