September 21, 2026 • Moscow • SC "Sberbank Insurance" LLC • Marketing, Advertising, PR: Analyst
Due to the active development of the Customer Experience direction, we are looking for a proactive specialist who will take on the full cycle of organizing special events for clients and will oversee projects for automating customer experience. You will be responsible for building a unified methodology for conducting meetings, implementing AI solutions to optimize processes, and working on improving the company's customer journeys.
Responsibilities
- Methodology and Event Organization: Development of unified standards for conducting CX events, creation of regular meeting programs, coordination of participants, and provision of technical support;
- Customer Journey Testing: Selection of independent respondents for CJM completion, monitoring product testing requests, and recording feedback;
- Automation and AI Implementation: Management of projects for the development and integration of AI agents into customer interaction processes. Interaction with internal customers, control of initiative implementation from idea to deployment;
- Analytics and Requirements: Collection and processing of feedback, preparation of business requirements for refining customer journeys, formation of management reports and recommendations for improving service quality;
- Process Management: Control of solution development deadlines with KPI setting, management of tender procedures, contractor engagement, and document flow support;
- Communications: Effective interaction with cross-functional teams (marketing, sales, finance) to synchronize efforts in improving customer experience.
Requirements
- At least 3 years of experience in Customer Experience (CX) management or marketing, including successful special event management;
- Deep understanding of Customer Journey Mapping (CJM) tools and customer lifecycle;
- Practical experience in selecting external participants for focus groups and product testing, as well as skills in systematizing the obtained data;
- Proficiency in MS Office, Atlassian Suite (Jira, Confluence), as well as skills in monitoring and inventorying business processes;
- Will be an advantage:
- Experience in managing AI agent implementation projects;
- Prompt engineering skills and scriptwriting for neural networks;
- Basic knowledge of programming languages (Python, JavaScript, SQL);
- Experience in conducting tender procedures and working with documentation.
Conditions
- Hybrid work format, modern office in Moscow, Prospect Mira metro station;
- Preferential mortgage lending conditions;
- Prime subscription with the possibility of shared use for three close people;
- Voluntary medical insurance from the first day and insurance discounts for loved ones;
- Corporate pension program;
- Paid training by the Company: online courses, unlimited access to the library and training at the Corporate University, trainings, meetups, and the opportunity to obtain a new qualification.
