Position: Service Designer (Mobile tariffs and services)
Company: Kyivstar
Experience required: 2y
Category: Marketing
English level: intermediate
Published: 2023-07-01T00:00:00+03:00

We are looking for proactive and open-minded service designer to join CX team of Kyivstar. Main aim of the position is to bring company’s services and product to the best level appreciated both by client and company. 
Responsibilities: 
1.           Support new commercial initiatives (Mobile tariffs and services, segment “FIX” (FMC PrePaid, FMC MMC, FTTB, TV) with CX approach:
to collect, study and analyze voice of client for any new      product/service initiative of the company (including in-depth interview      with customers)
to coordinate Customer Journey design for product/service in cross      functional groups
to setup CX metrics to measure satisfaction of clients and      connection with commercial goals 
to make prototypes and provide tests of product logic/content (real      clients test) 
to report important impacts to CX and find risks mitigation actions      before implementation 
to check implementation deviations from design and measure impact to      CX
to perform post analyze of product/service impact to clients CX and      give further   recommendations for product/service development 
2.          Improve existing company’s products and clients processes:
make regular analyze of CX metrics (NPS/CSI) of certain customers      segments 
to discover significant pain points in company’s products and      clients processes
to perform cross-functional workshops for services/products      improvement using Service Design methodology  
to control implementation of projects, deviation from design, impact      to clients CX 
3.           Create and implement client oriented culture elements inside company:
to build and develop empathy soft skill in business functions
to coach business functions for empathy to voice of client  
to train business functions with Service Design methodology 
4.           Regular reports on CX projects to management 
Requirements:
Education: high completed, marketing/management/sociology. 
Experience:  Minimum 3 years in big company (500+ employees).      Service/Product/Campaign   implementation experience as must. 
Functional Skills: 
Understanding of product/service full cycle creation, product PNL,      customers funnels. Project/product management (successfully implemented      projects). Big team leading (10+ people) as advantage
Understanding of Service Design methodology obligatory. Practical      experience of Service Design as advantage
Customer Journeys creation
Understanding of client CX metrics: NPS/CSI
Analytical skills (ability to cope with big data ranges, study      dependencies and trends, make analyze and present conclusions)
Depth interviews with customers and readiness to perform a lot of      field research (all Ukraine)
Understating of company’s main PNL metrics
Digital literacy of on-line collaboration tools: Zoom, MS Teams,      Miro (as advantage), Jira (as advantage)    
English – intermediate (advance as advantage). 
Soft Skills:  
High level of empathy to people 
Communication, ability to convince, win-win negotiations 
Organization skills 
Sketching and drawing (as advantage)    
Perfect presenter skills 
Specials: 
Flexible to field visits all over Ukraine 
Readiness to communicate with clients a lot (face to face, reading      verbatims etc.)

РОБОТА В КИЇВСТАР — ЦЕ: 
Команда, частиною якої дійсно хочеться бути; 
Віддалене робоче місце, з можливістю      відвідувати офіс в залежності від ролі; 
Програма онбордінгу, що дозволяє легко та      швидко адаптуватися новачкам в компанії в режимі онлайн; 
Один з найкращих в Україні соцпакетів із      медичним страхуванням та допомогою в різних життєвих ситуаціях; 
Гідна оплата праці (офіційна); 
Безмежні можливості онлайн навчання (тренінги,      курси); 
Професійний та особистий розвиток; 
Бонуси за якісну роботу.