Description
We develop sales of bank and ecosystem products, focusing on phygital channels: telephony, chats, IVR. Our ambitious goal is to implement GenAI and AI agents to revolutionize customer interaction, making it personalized, effective, and memorable.
We are looking for a unique specialist who sees a real customer behind the data. You will be a key link between business tasks, customer experience, and technology. Your task is not just to analyze, but to create new interaction paths, test hypotheses, and implement innovative AI solutions in sales. We work on a full-cycle principle: from idea to implementation and result measurement.
Responsibilities
- Deep analysis of the customer journey (CJM): Building and analyzing Customer Journey Maps to identify "pain points" and growth points at all stages
- Organizing research (interviews, feedback analysis) to understand the true needs and motivations of customers
- Development and optimization of GenAI scenarios: Designing customer scenarios and UX for AI agents in telephony and chat channels. Formulating business requirements for IT and vendors based on data
- Analytics and proof: Calculation of product and financial metrics (conversion, LTV, cost effect). Preparing data and justifications for decisions on launching and scaling initiatives
- Experiments and implementation: Planning and conducting A/B tests of hypotheses. Coordinating with marketing, development, and contact center teams to implement improvements
Requirements
- Work experience from 3 years in the role of CJE (Customer Journey Expert), business analyst, product or project manager in the fintech sector
- Deep understanding of the principles of customer-centricity and methods of customer experience research (CJM, Jobs To Be Done, CustDev)
- Systemic analytical thinking: ability to build and test hypotheses, work with metrics, calculate project economics
- Skill of clear communication: ability to negotiate with different teams and prove ideas based on data
- Knowledge of the basics of phygital approaches and understanding of the capabilities of AI/GenAI in automating and personalizing communications
- Experience in sales of financial products or call center
- Higher education in economics, finance, IT or management
Conditions
- Comfortable modern office near Kutuzovskaya metro station
- Opportunity for self-realization, seeing the results of your work
- Corporate gym and recreation areas
- Sber's unique training system for professional and career development, seminars, trainings, conferences
- Adaptation program and manager's assistance at the start
- VMI, accident insurance, social guarantees
- Flexible discount on mortgage loans, equal to 1/3 of the Central Bank key rate
- Free SberPrime+ subscription, discounts on products of partner companies
- Reward for recommending friends to the Sber team
- Corporate pension program
- Corporate events
