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DevelopmentSoftware Engineer - Big Data Systems
Baku
Job description
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
- Support new commercial initiatives (Mobile tariffs and services and Digital products) 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
- Improve existing company’s products and clients processes:
- 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
- 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
- Improve existing company’s products and clients processes:
Requirements
- 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
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 ofServiceDesignmethodology obligatory. Practical experience ofServiceDesign and Customer Journeys creationas 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)
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.)
Corporate Strategy DepartmentCustomer Experience Expert ( segment B2C and FMC)
Baku
Job description
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
- Support new commercial initiatives (Mobile tariffs and services and Digital products) 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
- Improve existing company’s products and clients processes:
- 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
- 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
- Improve existing company’s products and clients processes:
Requirements
- 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
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 ofServiceDesignmethodology obligatory. Practical experience ofServiceDesign and Customer Journeys creationas 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)
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.)
No jobs available
We currently have no open positions, but we are always on the lookout for talent, so you can send us your resume and our managers will contact you