Customer Experience Expert (Mobile tariffs and services)

We are looking for proactive and open minded service designer to join CX team of Kyivstar. Main aim of the position is to bring company’s services and product to the best level appreciated both by client and company.

1. Support new commercial initiatives (Mobile tariffs and services, segments “B2B”, «Digital”) 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

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.

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).

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).

High level of empathy to people

Communication, ability to convince, win-win negotiations

Organization skills

Sketching and drawing (as advantage)

Perfect presenter skills

Flexible to field visits all over Ukraine

Readiness to communicate with clients a lot (face to face, reading verbatims etc.)

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.

Наш кар’єрний блог –> https://medium.com/kyivstar-careers

Останні новини про нас шукайте в LinkedIn –> https://www.linkedin.com/company/kyivstar/

 

Робота в Київстар, який входить до Групи компаній VEON, вимагає від нас дотримання високого рівня ділової етики, юридичних зобов’язань, наших цінностей та Кодексу поведінки групи VEON, політик і процедур Київстар. Ми прагнемо бути чесними та відкритими, що вимагає від нас діяти етично, правдиво і сумлінно. Ми розуміємо важливість захисту Ваших Персональних даних та прагнемо використовувати передовий досвід у цьому напрямку. Натиснувши кнопку «Відгукнутися на вакансію», Ви підтверджуєте, що Ви прочитали, зрозуміли та явно погодилися з нашою Політикою конфіденційності.

 

 

Discover moments of awesomeness and our careers blog –> https://medium.com/kyivstar-careers

For the latest updates follow us on LinkedIn –> https://www.linkedin.com/company/kyivstar/

 

Working in Kyivstar (VEON Group) demands a high standard of business ethics, adherence to our legal obligations, our values and our Code of Conduct of VEON Group and supporting compliance policies and procedures. We strive to be truthful and transparent, which requires us to act ethically, honestly, and with integrity. We understand the importance of the protection of your Personal Data and are committed to using good practices in how we handle such Data. By clicking on “Apply for this job”, you confirm that you have read, understood and explicitly agree to our Applicants Privacy Policy.