Description:
- Working in an agile environment, E2E design of product journeys in accordance with digitalization strategy with ensuring customer satisfaction
- Together with internal stakeholders, defining the customer personas and gathering voice of customer from several channels, tools, reports
- Turning Voice of Customer into exact customer needs and project requirements
- Using customer needs in designing journeys and gives input to product owners and commercial leads.
- Documenting customer journey maps, providing standardization, creating journey database for further use.
- Setting journey specific KPIs for the journey episodes and developing alarm mechanisms to take the right response on time
- Leading/coordinating cross-functional Voice of Customer initiatives to drive continuous service improvement
- Identify the gaps in the current journeys and develop/improve them with internal stakeholders.
- Collecting and tracking continuous service improvement activities
- Regular assessment of Journey Episodes considering customer’s point –of-view and «Journey Design Guiding Principles»
- Publishing journey based scorecards
- Uses «Service Design Thinking» methodology during design
- Always acting as the advocate of customers
- Work collaboratively & constructively with product owners, commercial and business development lead from different squads and other non-agile units in the company. Drive alignment with internal stakeholders around delivering the absolute customer satisfaction, and help to streamline this delivery
Qualifications:
University degree (engineering or management)
English is must
Analytical thinking
Ability to analyze data and use related tools (Excel, Business Objects)
Sees big picture as well as details
Strong interpersonal, team communication and coordination skills
Strong follow-up skills and ability to work under pressure and challenging targets
Works effectively in changing environment
Has in-depth knowledge of agile working methodology
Has an understanding of service design methodologies, design thinking approach
Experience in omni-channel process design in a cross functional environment like call centre, sales operations, etc..
Excellent presentation skills (both power point preparation and presentation to management)
Customer obsessed
Takes personal responsibility, self-starter
Listens and understands customer needs
Stress management
by via developer jobs - Stack Overflow
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