Customer Experience Manager (with focus on Client-centric culture development)

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 (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.)

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