Customer experience development manager in PrivatBank

PrivatBank is the largest bank in Ukraine and one of the most innovative banks in the world. Takes leading positions in all financial indicators in the industry and makes up about a quarter of the country's entire banking system.

We are looking for style="font-weight: 700">Customer Experience Development Manager who seeks to work in a dynamic environment and shares the values of mutual trust, openness and initiative.

We seek to find a purposeful professional, able to multitask, with excellent communication skills, quality and results oriented.

Main Responsibilities:

• Comprehensive analysis and reporting: consolidates data from all available sources (surveys, channel analytics, feedback, research, etc.) and conducts in-depth analysis of the state of the customer experience. On the basis of identified trends and areas of attention, prepares regular analytical reports and strategic recommendations for the Bank's top management regarding priority areas of development
• Organization of the work of meetings on client experience: provides a full cycle of support for meetings of the cross-functional council on issues of client experience with the participation of department heads - organization, preparation of materials, moderation of discussions, fixation of decisions and control of their implementation
• Coordination of system optimization of customer experience at the Bank level:ensures consideration of requests and escalations from divisions, assesses their criticality and reputational risks for inclusion in the roadmap. Organizes cross-functional work for the development and implementation of solutions, defines metrics (KPI) to monitor progress, performs monthly analysis of the effectiveness of implemented changes and prepares reports on the results achieved education (management, marketing, sociology or behavioral sciences)
• 3+ years of experience in CX, service management (FinTech, Telecom, eCommerce or Retail)
• Experience working with a large number of stakeholders and facilitating workshops is critical
• Experience with Jira and Confluence for project management
• Understanding how to build KPIs, monitor the effectiveness of implementations and work with Google Workspace at the Pro level
• Knowledge of the English language at the Proficiency (C2) level

We offer our employees:

• Work in the largest and most innovative bank of Ukraine
• Official employment and 24+4 calendar days of vacation
• Competitive salary
• Medical insurance and corporate mobile communication
• Corporate training
• Modern comfortable office
• Interesting projects, ambitious tasks and dynamic development
• Friendly professional team and strong team

PrivatBank is open to the support and employment of veterans and people with disabilities.

Discrimination based on health and physical capabilities, age, race or ethnicity, gender and family status is unacceptable to us.

We are ready train veterans and disabled candidates without banking experience.

If you have the status of a person with a disability or a veteran, contact [email protected]. PrivatBank specialists will provide consultation and support during the selection process and after employment.