Description
The team responsible for launching and developing end-to-end E2E monitoring of the client experience in an insurance company is looking for a project manager.
Responsibilities
- Gathering requirements and designing the quality system, data marts, and management reporting;
- Building and maintaining dashboards in FineBI (or equivalent): data models/sources, calculated metrics, filters/slices, role-based access, publishing and developing reports;
- Establishing data governance: KPI catalog, unified definitions, reference data/client ID, data quality and consistency control;
- Integrations and end-to-end analytics: understanding ETL/ELT and sources (CRM, contact center, web/app, claims settlement, inquiries/complaints, transactions), end-to-end data linking;
- Developing clickstream (web/app): event model (event taxonomy), controlling event completeness/correctness, funnel/path/cohort analysis, identifying "drop-offs" in CJM and reasons for degradation;
- Linking CX with digital service reliability via Prometheus + Grafana: dashboards, alerts, SLI; interpreting tech metrics (latency/error rate/availability/throughput) and translating them into impact on CX/business (conversion, churn, inquiries);
- Prioritizing initiatives (backlog), assigning tasks to business and IT, controlling deadlines/results, preparing reports for management.
Requirements
- 3–5+ years of experience in managing projects/programs (preferably in the finance/insurance sector or large service companies), strong stakeholder management skills;
- Strong expertise in BI/analytics: requirement elicitation, metrics/KPIs, data marts, data quality, management reporting;
- Practical experience with FineBI (or comparable BI platforms): data models, calculated metrics, access controls, publishing/maintaining dashboards;
- Understanding of Prometheus/Grafana and observability principles: SLI/SLO, alerts, dashboards; ability to link technical metrics to CX impact;
- Experience working with clickstream and event models: taxonomy, event quality control, funnels/paths/cohorts, end-to-end linking with CRM/inquiries/transactions;
- Will be a plus: experience with VoC/survey platforms (Medallia, Qualtrics and equivalents) and understanding of claims settlement/contact center processes in insurance.
Conditions
- Modern, comfortable office in the center of Moscow near Prospekt Mira metro station;
- Preferential mortgage conditions from Sberbank;
- Free subscription to the premium service SberPrime+ and discounts on products from partners: Okko, SberMarket, MegaFon, Samokat, Eapteka, and others;
- VHI from the moment of employment and special insurance programs for employees' family members;
- Participation in the corporate pension program;
- Organization of children's recreation and provision of gifts for employees' children at the company's expense;
- Employer-funded training: online courses, access to specialized literature, Corporate University events, including trainings, meetups, and professional retraining opportunities.
