Ukraine Job Openings
Київстар
Service Designer до Київстар
FULL TIME
November 4, 2024
- 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
- 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
- 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
- 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).
- 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.)
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