What you will be doing
We are looking for someone with experience in building customer experience who thinks about how a user interacts with the product at every stage — from the first visit to problem resolution.
- Design and improve customer journeys in digital channels for support and customer interaction: mobile app, web portal, chatbots, messengers and social networks, IVR, and support operator interfaces.
- Propose and implement solutions that reduce the load on support, reduce the load on voice channels, and ensure the migration of requests from voice to text.
- Work with customer journeys — map scenarios from the first visit to problem resolution, identify points of churn, frustration, and loss.
- Conduct usability tests with real users.
- Build customer journeys from onboarding to churn, focusing on remote channels (chatbots, messengers and social networks, IVR, self-service portals).
- Optimize operator workstations: agent desktop design (interfaces for agents in CRM, scripts, routine automation).
- Generate ideas for features: CX improvements (tariff personalization, proactive support).
- Analyze competitors and their services through digital channels and find opportunities for improvement.
- Develop business requirements for developers, document changes and justifications.
What you need for this
- At least 3 years of experience as a UX designer/business analyst, preferably in telecommunications, fintech, or services with a high support load.
- Ability to work with customer journeys, identify pain points, and design solutions for chat, IVR, mobile application, web portal.
- Understanding of usability, accessibility, and design principles for complex processes.
- Ability to work with data: analyze user behavior, interpret A/B test results, consider metrics (NPS, CSAT, retention) when making decisions.
- Experience collaborating with business analysts, product managers, and developers — ability to explain solutions, participate in sprints, work in Jira.
- Knowledge of UX research fundamentals: how to conduct usability tests, interviews, analyze feedback, and use it to improve interfaces.
- Proficient in BPMN, UML.
- Experience designing chatbots, conversational interfaces, self-service systems as a plus.
- Experience creating prototypes in Figma — from low-fidelity sketches to detailed interactive mockups as a plus.
- Willingness to work in the office 5/2 from 9 to 18:00 (a hybrid work format of 3/2 may be agreed upon).
We are ready to consider candidates from different cities.
