Customer Experience Manager in Dila, medichna laboratoriya

DILA Medical Laboratory invites a Customer Experience Manager to join the team. The key tasks of the position will be: Analysis and construction of CJM (customer journey map). Search for service gaps — formation of a backlog of tasks for refinement. Preparation of requirements and organization of the process of implementing tasks to improve the client experience. Development, support (if necessary), modification or optimization of processes that affect the customer experience. Preparation of information and analytical reports (regular and on request (Ad-Hoc)), recommendations for improving the client experience. Monitoring of competitors' activities. Our requirements for the candidate: From 2 years of experience in similar positions or performing similar functions. Mastery of Excel programs , Power point, mastery of services for visualization of processes and team interaction (figjam, canva). Mastery of tools for identifying areas for improving the customer experience (CJM, service blueprint). Formation and management of the backlog. Understanding of online and offline tools to increase the level of customer satisfaction. Fluency in the national language, English — intermediate and above (preferred). Attention to detail, analytical skills. Our offer: Interesting projects and the opportunity to raise your professional level. Exchange of experience with the best representatives of the profession. Official employment from the first day of work and social guarantees. Compensation package for laboratory research. Convenient location of the office (Zvirinetska). Hybrid work format (office/remote ).Send your resume indicating the desired level of payment.