Customer experience expert in Vodafone Ukrayina

Vodafone Ukraine is a world-class company that occupies a leading position in the field of telecommunications technologies and implements innovations in all areas of activity. Every day we work on the implementation of ambitious projects. That is why Vodafone Ukraine values ​​telecommunications, innovative technologies, in particular Cloud Services, Big Data, IoT, Smart City. Responsibilities: Identifying problem areas of the client experience at all points of contact between the client and the company: products and services; self-service services (including digital channels); stores, personal managers, contact center; communication with the client (SMS, email, calls). Conducting product testing and carrying out Customer Journey Searching, building and conducting analytics to assess CJM change. Analysis of the impact of changes in satisfaction indicators, NPS, tNPS, CES, CSI Construction of current Customer Journey Maps in the processes that the client goes through at all points of contact with the "VF Ukraine" group of companies. Development of target Customer Journey Maps of all processes that the client of the "VF Ukraine" group of companies goes through at all points of contact with the aim of providing the best customer experience Benchmarking of similar processes, products and services of competitors for the use of "best practices" Development of recommendations and rules for designing new products and adjusting existing ones Market analysis to determine new consumer trends and approaches Initiating and conducting customer experience research through in-depth interviews, focus groups, surveys, etc. Development design of user scenarios "from the client" with a focus on "digitalization" of the client experience with the application of "design thinking" approaches Implementation of project activities aimed at optimizing the client's path, increasing client satisfaction, forming proactive interaction with him Requirements: Higher education (marketing/management/analytics) Work experience in the direction Quality Assurance andCustomer Experience of Working and Development of Processive Enlightenment of Customer Experience in the Use Nikotivation employment, social guarantees a vigorous work schedule of work Tavida working days insurance and health careFree sessions with a psychologistFree mobile communicationA favorable tariff plan from Vodafone for the familyProfessional training at the expense of the employerActive corporate lifeIf you are interested in this position, send us your resume with salary expectations.