Head of Customer Experience in Ukrposhta

"Ukrposhta" is a national postal operator, a reliable and responsible employer.

Today, the Ukrposhta team are specialists who destroy stereotypes and work daily to improve the efficiency of logistics processes, improving the quality of service and convenience for the Client. A team that is always ready for new challenges and fulfilling important missions!

Right now we are looking for a Head of Customer Experience

Main responsibilities:

• Analyzing the customer journey and identifying problem points of interaction
• Setting and monitoring customer satisfaction KPIs (NPS, CSAT, CES)
• Coordinating the collection of customer feedback, processing reviews and building a VoC system
• Maintaining up-to-date information about the branch in Google Business Profile, synchronization with mapping services, monitoring and processing customer feedback in Google Maps, Facebook and other online resources
• Starting and development of digital support channels in messengers (Telegram, Viber, Facebook Messenger) — including setting up chatbots, integration with CRM and response automation
• Development of a customer-oriented culture in the company
• Will be an advantage: Experience in implementing CX projects in logistics or service companies; understanding of technical aspects of integration of mapping services, CRM, chatbots with internal systems; experience in the field of logistics, delivery, e-commerce or B2C-services
• Expected results in the first 3 months of work:Coordinating the collection of client feedback, processing feedback and building a VoC system; maintenance of up-to-date information about the branch in Google Business Profile, synchronization with mapping services, monitoring and processing of client reviews in Google Maps, Facebook and other online resources; launch and development of digital support channels in messengers (Telegram, Viber, Facebook Messenger)

The successful candidate answers the following requirements:

• Experience in optimizing customer processes: from order to receiving the parcel and after-sales service (especially in logistics: delivery, tracking, reverse logistics)
• Confident management of the company's reputation in the online environment (working with negativity, inresponse to feedback, dynamic analysis)
• Deep understanding of customer experience management principles (Customer Journey, NPS, CSAT, CES)
• Owning tools for collecting and analyzing customer feedback (surveys, reviews, analytics)
• Experience in managing the company's online presence: updating information about branching in Google Business Profile, synchronization with mapping services (Google Maps, Apple Maps), working with reviews on Google, Facebook and other platforms
• Experience in launching customer support in messengers (Telegram, Viber, Facebook Messenger) and setting up chatbots for processing typical requests, routing requests and collecting feedback
• Proficient in Microsoft Excel, including formulas, pivot tables, Power Query, VBA
• Experience of using CRM, analytical platforms, BI tools
• Experience of working in a leadership position in the field of customer service or customer experience - from 3 years
• Practical experience of team management, implementation of changes, implementation of projects affecting customer experience
• Higher education (marketing, sociology, business analytics or related fields)

We offer:

• Official employment in a large, developing company
• Stable salary
• Bonus for fulfilling planned indicators
• Training and professional development
• Career growth opportunities

Attach and submit your resume using the link below.

TOGETHER TO VICTORY WITH UKROPOSTA!