Description
We are looking for an experienced specialist with deep knowledge in business analysis and customer experience improvement to support and develop our products and services. The main task of the employee is to analyze customer needs, optimize interaction processes with them, and develop strategies to increase consumer satisfaction.
The product is cybersecurity services in a mobile application and a web internet bank.
Responsibilities
- Analysis of the market, competitors, and customer needs to develop recommendations for improving service quality and increasing customer loyalty.
- Conducting research on customer preferences and identifying key factors influencing buyer behavior.
- Developing proposals for optimizing marketing campaigns and the product portfolio.
- Developing project documentation (business requirements, CJM, etc.).
- Interacting with the company's internal departments (marketing, sales, product development) to identify problems and propose solutions that improve service quality.
- Participating in the development of performance metrics (KPIs) and monitoring the results of goal achievement.
- Preparing reports and presentations for the company's management on the results of conducted analyses and proposed initiatives.
Requirements
- Higher education in IT, economics, finance, business management, sociology, or a related field.
- At least 3 years of experience in a customer experience expert or analyst role.
- Successful experience in implementing projects aimed at improving customer service and increasing user satisfaction levels.
- Good understanding of marketing fundamentals, principles of segmentation and brand positioning.
- Skills in conducting quantitative and qualitative research of the consumer audience (surveys, focus groups).
- Knowledge of methods for analyzing large volumes of data, ability to use BI system tools and specialized analytics tools.
Conditions
- Work on a complex and socially significant project in one of the country's leading banks.
- Opportunity to deeply immerse oneself in the field of financial security and data-driven systems.
- Stability, official employment, competitive salary.
- Modern technology stack and flexible management methodologies.
- Professional development and support in acquiring new knowledge.
