Project manager of the customer experience evaluation department in Pershiy Ukrayinskiy Mizhnarodniy Bank, AT / PUMB

QUALIFICATIONS AND EXPERIENCE: Necessary: ​​Higher education in economics, banking, sociology, psychology or marketingKnowledge of customer experience measurement methodology and metrics (NPS, CSI, CES, CSAT)Implementation of projects aimed at improving the customer experience of online and offline channelsAnalysis of NPS results and structure development, support and support of the process of formation and implementation of initiatives to improve the customer experience at all points of interaction with customers - Excellent analytical, organizational and communication skillsKnowledge and mastery of quantitative studies of the full cycle High level of proficiency in Microsoft Office (Excel, Power Point, Word) Desirable: Ability to work with processing and analysis programs (SPSS, Excel) and online survey tools Public speaking and presentation skills experience based on the results of NPS Conducting research aimed at studying customer needs and the subject of product compliance with customer expectations Preparation of materials for visualization of initiatives for decision-making at the level of the bank board and other management committees Control, verification, evaluation of results, including by conducting additional research (in-depth interviews, ad-hoc measurements of nps, usability testing, etc.) Presentation of the results of work on the most important initiatives at client committees and other management committees Analysis of all bank initiatives from the point of view of client experience Assessment of possible risks through the eyes of the client based on the available results of NPS analysis Preparation of client experience recommendations taking into account knowledge of client barriers and expectations. Why FUIB? One of the best employers in Ukraine. The opportunity to influence the Bank's results. The possibility of remote work. Decent remuneration. Medical insurance.