Customer experience project manager in Fozzy group

We are Fozzy Group - a group of companies with an incredible history and a lot of cool ideas. Our goal is to create a WOW experience and promote the cult of hospitality. We know what to surprise the most demanding Guest and how to add colors to everyday things. The Fozzy Group family includes retail, e-commerce, logistics, restaurant, banking and many other businesses. We invite you to join the Guest Experience Project Manager team. There is a lot of work in the plans, and for this we are looking for you! Your responsibility: in-depth study of the needs and expectations of Guests when interacting with a certain product or service of the company (by the method of quantitative surveys or qualitative interviews, observations, etc.); study of the experience of guests of competitors; construction of the Guest journey (CJM): definition of personas, steps that the Guest goes through, definition of current barriers and expectations; facilitation of cross-functional teams: selection of areas of potential improvement of experience, ranking of priorities, participation in the formation of the backlog of projects to improve experience; conducting offline tastings with Guests to study taste and organoleptic preferences when consuming certain products, testing new product concepts, services, prototypes (in-depth interviews, focus groups, unmoderated testing); measuring Guest satisfaction at the piloting stage of new solutions; development of further recommendations for the development of products and services; maintenance of the Guest journey (CJM) in an up-to-date state (regular review and addition of new insights), regular discussion with teams. Necessary skills: similar work experience from 2 years; practical knowledge of Service Design methodology, Jobs To Be Done; skills in building a Customer Journey Map and experience in conducting qualitative research (interviews, focus groups offline and online); PC skills: Miro, Excel (quantitative data analysis), MS PowerPoint (presentation and reporting skills), desirable: Maze — conducting unmoderated testing, working in Notion; knowledge of quantitative research tools; skills in facilitating groups of 10-20 people; skills in conducting tastings — an additional advantage; empathy for people, the ability to inspire, willingness to work with a large number of guests on a daily basis; excellent presentation skills, independence in project management; communication, creativity and willingness to experiment. We offer: the ability to generate and influence decisions; official employment from the first day of work; income , which will help you focus on projects and personal development; professional growth — the opportunity to attend internal courses and access to the corporate library, a full train of challenges for every taste) we guarantee you this; working environment: a cozy office in the city of Kyiv on Rusanivka in the shopping center Silver Breeze and the possibility of periodic remote work; 24 calendar days of paid vacation and health insurance; concierge service for employees; rest - team building and various team activities to improve team cooperation. We support the rear while our colleagues defend our freedom and Ukraine! Join in! Together to victory!