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.
Responsibilities:
1.Support new commercial initiatives (Mobile tariffs and services, segment “B2O&VAS”) 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 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.)
Київстар — український оператор електронних комунікацій, який використовує широкий спектр мобільних та фіксованих технологій. Компанія працює в Україні понад 25 років та визнана найбільшим платником податків на ринку телекомунікацій, кращим роботодавцем і соціально відповідальним бізнесом.
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