В Kaspersky Lab требуется Head of Customer Experience.
Role overview:
Head of Сustomer Experience oversees the interactions between a customer and the organization throughout the whole customer lifecycle. The primary focus of this role is to develop and maintain end-to-end customer journey map, establish customer experience measurement and optimization mechanisms across all the phases of the journey, identify major pitfalls / gaps / areas of improvement and drive cross-department projects to address them.
Main Responsibilities of the Role:
- Accountable for development and maintenance of customer journey map through the whole customer lifecycle
- Collaborate with all departments involved in customer interaction to collect pieces of customer experience into single journey map and build KPIs /monitoring / measurement approach
- Responsible for identifying major customer experience pitfalls / gaps with focus on connections between journey elements owned by different teams. In collaboration with departments responsible for specific customer journey phases develop action plan and drives cross-department projects aimed to close identified gaps and improve experience
- Accountable for building connection between customer experience, customer lifetime value and business KPIs
- Responsible for setting up and monitoring of end-to-end customer experience goals and KPIs. Orchestrate cross-disciplinary efforts in customer experience management aimed to achieve these goals
- Responsible for development of approach and methodology for refining / formulating and discovering customer needs
- Accountable for regular tracking of customer needs and insights in order to support with data regular processes in product development, sales and marketing and external communications
- Responsible for ad-hoc research projects to provide information on customer needs and customer insights requested by departments responsible for product development, sales and marketing
- Collaborate with other departments for customer feedback aggregation and further analysis in order to detect significant shifts in customer needs for further use in product development, sales and marketing
- Responsible for ad-hoc / by request validation of product / feature hypothesis, concepts and prototypes (in the context of main portfolio) with end-customers
Requirements:
- At least 3+ years of analytics experience, background in customer intelligence / market research, experience with a research agency is a plus
- Strong analytical and communication skills
- With the growth mindset and up to date on the latest analytical techniques and customer experience research methodologies
- Interpersonal, networking and influencing skills
- Problem-solving and analytical skills
- Proficiency level in specialized software
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