IT Solution Manager, Customer Experience

About the Role

Would you like to work in a unique environment where you can do meaningful work and contribute to a more environmentally friendly way to travel and transport? We are looking for an experienced and skilled IT Solution Manager, Customer Experience to join our VR IT team in Helsinki.

In this key role, you will develop, drive, and manage Customer Experience IT solutions that support VR customer-facing processes and business needs. You will lead customer experience transformation initiatives on the IT side and help shape the future target architecture for customer-facing applications and integrations. You will ensure effective delivery, maintenance, and continuous improvement of Customer Experience–related IT solutions, supporting both operational excellence and strategic business goals.

We offer you a great opportunity to have a front-row seat in a rapidly changing market and to influence VR success. VR is a versatile, environmentally friendly, and sustainable operator of logistics and passenger transport in Finland and Sweden. VR IT is a recently established centralized IT organization supporting the whole VR. The IT Solution Manager, Customer Experience role is part of the VR IT Solutions team.

Main Responsibilities

• Own the Customer Experience IT solution roadmap and backlog.
• Plan and oversee Customer Experience IT projects, including scope, milestones, resourcing, budget, and risks, on the IT side.
• Ensure successful end-to-end delivery from design through build, test, deployment, and handover to operations.
• Review and approve solution designs to ensure interoperability, scalability, and performance across the VR IT landscape.
• Ensure appropriate testing, including component, integration, end-to-end, and regression testing, as well as non-functional requirements.
• Own the runtime health of Customer Experience solutions, including SLAs, incident and problem management, and capacity management.
• Coordinate analysis and resolution of application issues and defects, including major incident leadership.
• Drive continuous improvement in stability, performance, usability, and maintainability of applications and related processes.
• Manage IT vendors and service providers proactively.
• Act as the primary Customer Experience–related counterpart for other solution managers, integration experts, architects, security, operations, business stakeholders, and external vendors.
• Ensure Customer Experience IT solutions comply with enterprise architecture, information security, data protection, regulatory requirements, and internal governance, and provide reporting on KPIs for solution health and delivery.

What You Bring

• University degree in Computer Science, Information Technology, Business, or a related field; preferably a Master’s degree.
• Proven experience as a Customer Experience IT Solution Manager, Digital Experience Lead, Application Manager, or in a similar role delivering enterprise customer-facing solutions.
• Strong knowledge of Customer Experience IT concepts and processes, including customer journeys, service channels, digital touchpoints, customer data, and related business processes.
• Proficiency in one or more enterprise customer-facing platforms, CRM systems, web platforms, or digital experience solutions.
• Familiarity with both cloud and on-premises environments.
• Strong communication skills, with the ability to explain complex Customer Experience IT topics to both technical and business stakeholders.
• Demonstrated leadership and coaching ability, including running meetings, setting priorities, and guiding a diverse team.
• Analytical and problem-solving skills, including rapid issue triage and risk mitigation.
• Strong collaboration and interpersonal skills, with emotional intelligence and the ability to build trust across the whole organization.
• Organizational skills, adaptability, and attention to detail to manage multiple Customer Experience solutions and stakeholders in a central IT setup.
• Experience working in an international (or at least Nordic) environment.
• Fluent written and spoken Finnish and English; Swedish is an asset.

Employment is conditional upon a successfully completed limited security clearance vetting.

Why Join Us

• Your work will impact the daily lives and travel of hundreds of thousands of people and the transportation of thousands of tons of cargo.
• We reduce the carbon footprint of society through our actions.
• 8,800 nice co-workers and professionals.
• A wide variety of training and learning opportunities as well as different career paths.
• A competitive monthly salary and incentive reward models.
• We offer work time flexibility for different life situations and a remote working opportunity.
• Free travel on Finnish railways for both work and leisure, as well as a wide range of tourism and recreational opportunities at staff prices in Finland and abroad.
• Support for your sports and cultural activities as well as daily lunches.
• Extensive occupational health services.
• Modern tools and workspaces.

Customers and growth are at the heart of what we do, as well as the well-being of our staff. We are constantly developing our management and work culture, as we believe that a good employee experience also produces the best customer experience.

We invest heavily in the future of our business and digitalization. All our operations are guided by responsibility and continuous development, as we want to continue to be a major leader in public transport and logistics.

Application Information

Submit your application by April 26th, 2026.

For more information on the task, please contact Director, VR IT Solutions Tommi Vainio by email (tommi.vainio@vr.fi).

About VR

At VR, we work for the responsible transport of the future. We are a service company specializing in passenger transportation, logistics, and maintenance. We ensure smooth travel in Finland and Sweden and serve as a pillar of support for domestic industry in logistics.

We do meaningful work and impact the daily lives of thousands of people every day. With us, you contribute to enabling sustainable mobility and logistics – and the well-being of society as a whole.

In 2025, our customers made a total of 16.1 million journeys on long-distance trains with us in Finland, and we transported 24.8 million tonnes of goods by rail. Our net sales were EUR 1,252.5 million and by the end of the year we employed more than 9,500 top professionals.

We carry out our purpose driven by our values – we care, we work together, and we always drive improvement. Join us on a shared journey together towards a better world!

Key skills/competency

• IT Solution Management
• Customer Experience
• Digital Transformation
• Roadmap Planning
• Project Management
• Application Management
• CRM Systems
• Cloud Environments
• Stakeholder Management
• IT Governance