Customer Experience Manager, Customer Experience Manager in Kovalska

Kovalska Group is a company with a history spanning more than 60 years of continuous development in the construction industry. We are a national leader in the production of building materials and a leading developer. The group unites enterprises that carry out a full cycle of work - from the extraction of raw materials, the manufacture of products to the construction of buildings and infrastructure objects of various purposes. We are pleased to invite you to join our team of Manager of Client Experience (Marketing Department) Key tasks: Measurement and analysis of NPS/CSI client indicators Design of CJM Implementation of programs and projects for the development of a customer-oriented culture in the company Functional responsibilities: Description of target CJs of the relevant business segment Initiation of changes in existing CJs to improve the customer experience Conducting qualitative research (in-depth interviews, hall tests, ad hoc) to determine needs customers, analyzing their actions Determination of the main points of contact with customers and conducting NPS, CSI measurements Tracking the dynamics of indicators, analysis, improvement planning together with the relevant business unit Conducting a post-analysis of services and processes after their launch Involvement of company employees in solving issues related to improvement of client experience Implementation of projects and programs for the development of a culture of client-centricity in the company Our expectations: Higher education (marketing, sociology) Work experience of 2 years in the field of client experience and service management Work experience in the position of service designer, client experience department specialist, marketer, analyst, etc. Practical experience in CJM design Analytical skills Skills in creating survey questionnaires Excellent presentation and communication skills Proactive position in work, focus on results, ability to convince, openness, honesty ​It will be an advantage: Additional education in the field of service design, facilitation is desirable Practical experience in conducting qualitative research Knowledge and experience of using Miro and other Digital -tools for conducting surveysKnowledge of Service Design methodologyKnowledge of English at the Intermediate level or higherWe offer:Official employment and social guaranteesCompletely "white" and competitive wages24 days of paid annual leaveWorking schedule: Mon-Fri, from 9:00 a.m. to 6:00 p.m. (office format)Comfortable modern office in the city center next to Olimpiyska metro station (with safe shelter) Opportunity for career development in the company Professional team and management that supports and inspires If you have the relevant experience, send your resume!