Напиши текст вакансии для должности "Head of Сustomer Experience". Название компании: "Лаборатория Касперского". Расположение: Москва. График работы: Полный день. Опыт работы: От 3 до 6 лет. Ключевые навыки: 'SQL', 'Английский язык', 'MS PowerPoint', 'UX', 'Business Intelligence Systems', 'Tableau', 'Qlick'

BUSINESS VALUE  What is the ultimate value of the role The main mission of this job is to works closely with internal clients to support business decision process with information about  existing and potential customers, their needs, measuring KPIs of brand health and brand perception amongst customers, as well as customer satisfaction customer journeys with development methodology for customer journey maps, development customer journey and regular analysis of customer journeys to identify bottle-necks and risks and opportunities in customer journey and escalation them to internal teams responsible for appropriate business processes or touchpoints.  RESPONSIBILITIES  Collecting, structuring, and delivering quantitative and qualitative insights about existing and potential customers, their needs and behavior, measuring brand health KPIS and customer satisfaction needed for decision-making process in different internal departments and for external use (analytical reports, white papers etc). CIM helps and collaborates with other departments in creating of research briefs, selects the appropriate methodologies and techniques to provide insights to the underlying business issues. CIM conducts the primary regular and ad-hoc customer research projects, coordinate external suppliers and agencies, oversee the research process, conducts desk research. In case of the in-house research projects, CIM develops the research design and tools, analyze the results and provides reports and recommendations. Development of the methodology for building customer personas and customer journey maps. In order to do this CEM collaborates with other departments in understanding of customer journeys, selects the appropriate methodologies and techniques to provide insights to the underlying business issues. Regular analysis of customer journeys in order to identify bottle-necks and opportunities and communicate them to internal stakeholders. CEM coordinates communications about customer journeys and its measurement between different internal teams, helps to prepare measurements and processes in line with customer journeys.  REQUIRED EXPERIENCE &amp; SKILLS  Work experience  A minimum of 3 (5 preferable) years within the Market Research / Customer Insights industry either on the client’s or on the agency’s side Academic and practical experience with a wide array of new product, brand, advertising and customer satisfaction research methodologies IT / software / telecom experience is appreciated  Knowledge and skills  Practical experience in Customer Journey Map development, customer persona development in B2C and/or B2B areas Experience in customer research (UX, usage and attitudes etc), both qualitative and quantitative Strong analytic skills Ability to structure information Exceptional written, oral, and presentation skills Demonstrated ability to tell a story with numbers/data Knowledge of IT and IT security landscapes Knowledge of E-commerce and tangible sales processes Experienced in Power BI, Tableau or Qlick Experience in web/mobile analytics (Google Analytics, Firebase) SQL skills is a plus Ability to multitask Advanced English (written and oral); Expertise with statistical software (SPSS, Q research software or similar), advanced level in Excel, SQL, PowerPoint,