Fanny Sandh.
At Klarna, I’ve had 6 roles over 7 years.
Senior Service Delivery Lead - I ensure that our operational teams are prepared for new Klarna wide initiatives and product rollouts.
My path.
I’ve been at Klarna for 7 years but I was turned down for the first role I applied for! I’d applied to join our debt collection partner Segoria but I was thought to be a better fit to help launch our newest contact channel - the chat. I’ve been advocating for our customers ever since. I moved on to the Swedish Customer Service team and eventually became Klarna’s Consumer Ombudsman to impartially review our handling of customer errands. From there I joined a team that coordinated the rolling out of our readiness for GDPR across our operational teams. As a result of the tasks I was taking on, I found myself increasingly attracted to project management and helping coordinate our efforts within Klarna. So when an opportunity opened at the Engagement Management team in the Customer Service domain, I lept at it. I spend my time coordinating projects and ensuring that our operational teams are ready for new initiatives and product changes.
Working at Klarna.
I’ve stayed at Klarna because, even after all this time, I keep on being challenged. I’ve had 6 roles in that time, each building on my skills and helping me explore my passions. I’ve grown a lot both professionally and personally, and I still feel that there’s loads more to uncover here.
Something I’m unreasonably passionate about.
Solving issues and working with smart and inspiring people.
A day in my life.
| AM | PM | Evening |
|---|---|---|
| Wake up around 7 and have a coffee. | Meetings with my contact people in the product teams. | Eat dinner with some friends. |
| Followed by a morning meeting with the Engagement Management team | Plan and coordinate activities within the Customer Service domain. | And the perfect way to end the day, watch a series or cuddle with my dog. |
| Write a to-do list for tomorrow. |
3 takes on Klarna.
My favorite Leadership Principle is...
Customer obsession as a new product can only be good enough to launch when you have looked at it from the customer’s perspective.
The best task of the day is ..
the Monday meeting with the Engagement Management team where we share what is happening within each domain and the Customer Service process we are working closest to.
I’d describe my team as...
team players! Even if we never work on the same projects, we are constantly supporting, giving feedback, and sharing our best practice to get even better at what we do.