Customer Experience Manager

Responsibilities:

1. Support of existed products/processes/procedures and launches of new commercial initiatives with CX approach and participation in Client-centric culture development:

•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 as 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 as advantage

•Customer Journeys creation

•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

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.)