Manager of the client experience department in Ukrposhta

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

Today, the "Ukrposhta" team are experts who destroy stereotypes, 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 important missions!

Right now we are looking for a Client Experience Manager

Main responsibilities:

• The manager of the customer experience department is responsible for building and improving customer service processes, analyzing feedback, developing and implementing service standards. Key tasks include creation and maintenance of Customer Journey Map, use of Service Design approaches, optimization of contact processing processes, quality control of 2nd line support operators, update of knowledge base and increase of customer satisfaction.
• Development and regular updating of Customer Journey Map for various customer segments
• Use of Service Design approaches to build effective, customer-oriented service processes
• Analysis of customer requests, feedback and complaints, identifying key problems and finding solutions
• Development and implementation of monitoring checklists (checklists) for evaluating the quality of service by operators of the 2nd line of support
• Maintaining the knowledge base for customer support in an up-to-date, structured and user-friendly state
• Optimization of processes for handling customer requests in all channels (telephone, email, social networks
• Development and implementation of customer service quality standards of service
• Monitoring and analysis of key indicators (NPS, CSAT, SLA), preparation of reports
• Cooperation with other departments (logistics, IT, marketing, operations team) to improve the customer experience
• Initiation and implementation of new solutions and technologies to improve the customer journey (chatbots, online services, automation, etc.)
• Crisis management and organization of effective feedback
• Would be an advantage: Additional training or certifications in the areas of: Customer Experience Management (CXM), Service Design / Design Thinking, Customer Experience Analytics (NPS, CSAT, etc.)

The successful candidate meets the following requirements:

• Higher education in one of the fields: Marketing, Economics, Finance, Business Administration, Sociology
• Experience in the field of customer service / customer experience from 3 years
• Understanding the principles of Customer Journey Mapping, Service Design Thinking
• Practical experience in creating instructions, checklists, training materials
• Analytical thinking, ability to systematize information and implement changes based on data (NPS, CSAT, etc.)
• Confident command of survey and analytics tools
• Excellent communication skills and ability to build long-term relationships with clients and colleagues

We offer:

• Official employment in a growing company
• Stable salary
• target indicators
• Training and professional development
• Career growth opportunities

Attach and send your CV to the link below.

BY UKR POST TO WIN!