Description
We are looking for a Manager of Special CX Projects to join our Customer Experience team. We are engaged in researching customer metrics NPS|CSI, studying and optimizing customer journeys, preparing various types of analytics and reporting on all company processes related to service communications.
The specialist will be responsible for organizing and conducting regular (including in-person) CX events aimed at in-depth study of real customer experience and collecting objective feedback: developing methodology for conducting events and evaluating their effectiveness, recruiting participants and monitoring the implementation of the improvement roadmap. You will become an important part of the system of internal expertise and improvements for our business, ensuring high-quality interaction with customers.
Responsibilities
- Creating a unified methodology for conducting and organizing special CX events;
- Organizing and conducting regular events: creating meeting programs, coordinating preparations, attracting external and internal participants, providing necessary technical support;
- Selecting independent participants to go through the customer journey, monitoring requests for testing specific company processes and products;
- Controlling the quality of conducted events, evaluating results and recording positive and negative aspects for further process improvement;
- Implementing initiatives and project tasks aimed at optimizing customer journeys and improving customer experience;
- Preparing business requirements for automation and enhancements related to customer journeys;
- Monitoring compliance with development and implementation timelines for new solutions, recording key KPIs for each stage;
- Collecting and processing received feedback, compiling final reports and recommendations for improving the quality of services provided;
- Managing the process of attracting contractors and service providers for events, accompanying document flow;
- Interacting with cross-functional teams as part of project implementation;
- Forming management analytics and reporting on processes.
Requirements
- Practical experience in conducting special CX events for at least 3 years;
- Experience in conducting tender procedures and document flow;
- Deep understanding of customer experience processes (Customer Journey Mapping);
- Experience in selecting and attracting external participants for focus groups, product testing, and assessing customer satisfaction levels;
- Ability to systematize and visualize data;
- Skills in monitoring and inventorying business processes;
- Experience interacting with various company departments (marketing, sales, finance), ability to communicate effectively and coordinate;
- Understanding of the customer lifecycle, customer journeys, touchpoints, customer feedback points;
- Ability to use neural networks in daily work;
- Proficiency in the Atlassian Suite project and documentation management system (Jira, Confluence).
Conditions
- Hybrid work format, modern office at the address: m. Prospekt Mira, Olimpiysky Prospekt, 14;
- Preferential mortgage lending conditions;
- Free subscription to SberPrime+, discounts on products from partner companies: Okko, Sber Market, Mega Market, Samokat, Eapteka, and others;
- Private medical insurance from the first day and discounts on insurance for close relatives;
- Corporate pension program;
- Children's recreation and gifts at the Company's expense;
- Company-funded training: online courses, unlimited access to the library and training at the Corporate University, trainings, meetups, and the opportunity to obtain new qualifications.
