Service designer in Raiffeisen Bank

We are Raiffeisen Bank Ukraine - a Ukrainian bank. We have been creating and building the banking system of our country for 30 years. We were and are one of the largest banks in the country, a reliable shoulder for millions of Ukrainians.  

Raiffeisen Bank works as a universal bank, providing a wide range of financial services to various client segments — retail and corporate clients, small and medium-sized businesses, financial institutions. 

Our priority is impeccable service quality. We strive to strengthen our competitive advantages by innovating, finding and exploiting new opportunities. We are focused on values ​​that are a clear guide for action. More than 5,000 employees and nearly 3 million customers are in the spotlight. #Райфкоманда integrates the principles of diversity, equality and inclusiveness into everyday work. Combining the principles of people-centeredness and innovation in work is our way.   

Become a part of #Raifkomanda.

We offer

Work experience in a large systemic international business: working in a large international company that creates a diverse and inclusive environment for the professional and personal development of employees. 

Stable income: competitive salary and bonuses for your personal contribution, reward for participating in the referral program.

Convenient and safe work format:< /strong> flexible conditions, the possibility to work in a hybrid model (remotely and in the office). 

Social package and Wellbeing program: 28 days of paid basic vacation and additional vacations, health insurance, official employment. Mental and physical health care: individual psychological sessions and group lectures, free online sports classes.

Professional development: exchange of knowledge with colleagues, including with- abroad, the possibility of advanced training and retraining. Participation in internal selections. Internal and external training. Corporate courses and soft skills training in our corporate academy. Team-building events and participation in social projects.

Required experience:

• Availability of higher education in the fields of: marketing, sociology, statistics, finance, economics , psychology
• Experience in a similar position from 2 years
• Experience of conducting turnkey quantitative and qualitative marketing research
• Knowledge and practical experience of creating Customer Journey Map and Service Blueprint
• Experience in using CH metrics
• Experience in implementing Service Designer projects
• Experience in facilitating groups, conducting workshops
• Ability to visualize information (Power Point)
• A confident user of Microsoft Forms, Excel, Miro, FigJam, Jira
• Fluency in the national language, oral and written English - intermediate and above
• Excellent presentation and communication skills
• Attention to details, ability to systematize information, draw conclusions and provide recommendations
• Initiative, work for results, proactivity in work, ability to convince, openness to people, new and changes
• Abilityto self-study
   

What you will do:

• Conduct qualitative and quantitative research (on your own and with involvement of partners), to determine the reasons for customer dissatisfaction and provide recommendations for improving the customer experience and customer satisfaction
• Building and updating the Customer Journey Map and Service Blueprint
• Implementation of service design projects
• Conducting a market analysis to understand the features of competitors’ services and the reasons for changes in indicators in dynamics
• Support and training of colleagues regarding the Service Design process and tools
• Interaction with other divisions of the bank regarding the implementation of projects for improving the customer experience and customer journey

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