Customer Experience Manager in Ukrzaliznicya, AT

Joint-stock company "Ukrainian Railway" is a national carrier of goods and passengers. We are building a sustainable economic future of our country. We invite you to become a part of the team in the position of Customer Experience Manager "Measuring the Passenger Loyalty Index. The process of continuous improvement" Functional responsibilities: Development and implementation of the project "Measuring the passenger loyalty index. The process of continuous improvement: Analysis of passenger loyalty ratings and data; Control of the correct performance of measurements of passenger loyalty indices; Organization of the construction of the "Pain Map" based on the received data, a plan of measures to increase the passenger loyalty index: Preparation of data analytics and presentations based on the results, construction of dashboards Preparation, launch and control of the implementation of the automatic process of measuring the passenger loyalty index; Participation in the development or implementation of other projects to improve the quality of service; Participation in inspections of control of service quality standards; Description of project documentation for the project and other instructions and regulations related to quality standards service Control over the operational activities of employees-interviewers (NPS team) Candidate requirements: Complete higher education; Experience of working with customers/passengers (direct communication) from 2 years; Experience of interaction with the Contact Center, customer/passenger support; Knowledge of project management methodology , practical skills will be an advantage. We offer: interesting, dynamic work in a large company; official employment and social guarantees; competitive salary; wide opportunities for professional and career growth.