Service Designer (Client Experience Department)

Kyiv, Ukraine
KYIVSTAR Київстар – Transformation
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.
1.      Digital experience improvement projects:
·         to study clients behavior in all Digital touchpoints (WEB, app etc.),
·         to setup regular measurement of CX metrics (NPS/CSI) in touchpoints,
·         to make regular functional meeting on pain points and ways to improve experience,
·         to manage cross-functional projects for digital experience improvement
·         to analyze effectiveness of implemented projects to CX metrics
·         to create CX metrics cascading cross-functional KPIs
2.      New products CX:
·         to study and analyze voice of client for any new product/service initiative of the company
·         to coordinate customer journey design for product/service
·         to setup CX metrics to measure satisfaction of clients
·         to prototype and test product logic/content 
·         to check implementation deviations from design and study impact to CX
·         to perform post analyze of product/service impact to clients CX
3.      Service Design projects: 
·         To perform cross-functional workshops for services/products creation or improvement according Service Design methodology
·         To control implementation of projects, deviation from design, impact to clients CX
4.      Regular reports on CX projects to management
Education: high completed, marketing/management/sociology.
Experience:  Minimum 3 years in big company (500+ employees). Service/Product companies are preferable.
Functional Skills:
·         Knowledge ofServiceDesignmethodology obligatory. Practical experience ofServiceDesignas advantage.
·         Knowledge of client CX metrics:NPS/CSI.
·         Project/product management (successfully implemented projects). Big team leading (10+ people) as advantage.
·         Statistic skills (ability to cope with big data ranges, study dependencies and trends, make analyze and present conclusions).
·         Power Point, Excelladvance.  
·         English – advance.
Soft Skills: 
·         High level of empathy to people
·         Communication, ability to convince, win-win negotiations
·         Depth interviews
·         Organization skills
·         Sketching and drawing
·         Perfect presenter skills
·         Flexible to field visits all over Ukraine
·         Readiness to communicate with clients a lot  

We offer:
- Unique experience of working the most customers beloved and largest mobile operator in Ukraine;
- Real opportunity to ship digital products to millions of customers;
- A competitive salary;
- Great possibilities for professional development and career growth;
- Global projects with vendors from Europe/US;
- Occasional work trips to Headquaters (Amsterdam) and other countries of Veon group;
- Medical insurance;
- Life insurance;
- Friendly & Collaborative Environment

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Робота у VEON вимагає від нас  дотримання високого рівня ділової етики, юридичних зобов'язань, наших цінностей та Кодексу поведінки, підтримки політик і процедур Компанії. Наш піонерський дух втілений в п'яти цінностях: «клієнти - наша пристрасть», «підприємницький дух», «інноваційність», «співпраця» і «відкритість». Ми прагнемо бути відкритими, що вимагає від нас діяти етично, правдиво і сумлінно.
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