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We are looking for proactive and open minded service designer to join CX team of Kyivstar in digital direction (mobile applications, website, chat-bot ets.) Main aim of the position is to bring company’s services and product to the best level appreciated both by client and company.
Responsibilities:
- Support new commercial initiatives with CX approach:
- to collect, study and analyze voice of client for any new product/service initiative of the company (including in-depth interview with customers)
- to coordinate Customer Journey design for product/service in cross functional groups
- to setup CX metrics to measure satisfaction of clients and connection with commercial goals
- to make prototypes and provide tests of product logic/content (real clients test)
- to report important impacts to CX and find risks mitigation actions before implementation
- to check implementation deviations from design and measure impact to CX
- to perform post analyze of product/service impact to clients CX and give further recommendations for product/service development
2. Improve existing company’s products and clients processes:
- make regular analyze of CX metrics (NPS/CSI) of certain customers segments
- to discover significant pain points in company’s products and clients processes
- to perform cross-functional workshops for services/products improvement using Service Design methodology
- to control implementation of projects, deviation from design, impact to clients CX
3. Create and implement client oriented culture elements inside company:
- to build and develop empathy soft skill in business functions
- to coach business functions for empathy to voice of client
- to train business functions with Service Design methodology
4. Regular reports on CX projects to management
Requirements:
Education: high completed, marketing/management/sociology.
Experience: Minimum 3 years in big company (500+ employees). Service/Product/Campaign implementation experience in digital is a must.
Functional Skills:
- Understanding of product/service full cycle creation, product PNL, customers funnels. Project/product management (successfully implemented projects). Big team leading (10+ people) as advantage
- Understanding of Service Design methodology obligatory. Practical experience of Service Design and Customer Journeys creation as advantage.
- Understanding of client CX metrics: NPS/CSI.
- Analytical skills (ability to cope with big data ranges, study dependencies and trends, make analyze and present conclusions).
- Client testing of products before launch.
- Initiation of client changes that affect the improvement of NPC performance.
- Depth interviews with customers and readiness to perform a lot of field research (all Ukraine)
- Understating of company’s main PNL metrics
- Digital literacy of on-line collaboration tools: Zoom, MS Teams, Miro (as advantage), Jira (as advantage)
- English – intermediate (advance as advantage).
Soft Skills:
- High level of empathy to people
- Communication, ability to convince, win-win negotiations
- Organization skills
- Sketching and drawing (as advantage)
- Perfect presenter skills
Specials:
- Flexible to field visits all over Ukraine
- Readiness to communicate with clients a lot (face to face, reading verbatims etc.)
Work at Kyivstar is:
- Team, part of which you really want to be;
- Work remotely or in our office, on Dehtiarivska st.;
- Adaptation programs to help a newcomer get to grips with the company as quickly as possible;
- One of the best in Ukraine social packages with medical insurance and help in different life situations;
- Decent salary of course, official;
- Endless distance learning & online trainings;
- Professional and personal development;
- Bonuses for quality work.
Лариса
Київстар – телеком-оператор №1 і широкий горизонт для реалізації ідей і талантів
больше 500 сотрудников
с 1997 года на рынке
- Медицинское страхование
- Бонусы и премии
- Корпоративные мероприятия
- Компенсация обучения
- Гибкий график