Quality and customer experience specialist in Vodafone Ukrayina

Vodafone Ukraine is a world-class company that occupies a leading position in the field of technology and telecommunications, introduces innovations in all areas of activity. Every day we work on the implementation of ambitious projects. That is why Vodafone Ukraine is not only telecommunications, but also the latest technologies, including Cloud Services, Big Data, IoT, Smart City. Responsibilities: Identifying problem areas of the client experience at all points of contact between the client and the company: products and services; self-service services (including digital channels); stores, personal managers, contact center; communication with the client (SMS, email, calls). Conducting product testing and Customer Journey Conducting research, building and conducting analytics to assess CJM change. Analysis of the impact of changes on satisfaction indicators, NPS, tNPS, CES, CSI Construction of current Customer Journey Maps in the processes that the client goes through at all points of contact with the "VF Ukraine" group of companies. Development of target Customer Journey Maps from all processes that the client of the group of companies goes through "VF Ukraine" at all points of contact in order to ensure the best customer experience Benchmarking of similar processes, products and services from competitors for the use of "best practices" Development of recommendations and rules for designing new products and adjusting existing ones Market analysis to determine new consumer trends and approaches Initiating and carrying out customer experience research through in-depth interviews, focus groups, surveys, etc. Development of design of user scenarios "from the client" with a focus on "digitalization" of the client experience using "design thinking" approaches Implementation of project activities aimed at optimizing the client's journey, increasing client satisfaction , forming a proactive interaction with him Requirements: Higher education (marketing/management/analytics) Work experience in the direction of Quality Assurance and Customer Experience Skills in working with projects and process development Skills in developing and improving the customer experience when using services/products Analytical skills Compliance with the company's corporate values ​​Knowledge of Service Design, SAS, SAP will be an advantage. We offer: A team of like-minded people, transparency of decisions and openness in communication. Official employment, social guarantees. Flexible work schedule and remote working days. 31 calendar days of vacation. Corporate medical insurance and wellness. Free sessions with a psychologist. Free mobile communication. employerActive corporate lifeIf you are interested in this position, send us your resume with salary expectations.