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Open nowPosted 4 days ago

Менеджер по проектированию клиентского опыта

МегаФон

Where
Москва, Russia
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Your applicationOpen nowМенеджер по проектированию клиентского опытаМегаФон · Москва, Russia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on МегаФон's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 4 days ago

The posting

Какие задачи необходимо решать • Картирование клиентских сценариев (CJ AS IS) в существующих бизнес-процессах по всем этапам взаимодействия с продуктами, каналами продаж и обслуживания • Проектирование и дизайн лучших сценариев на рынке (CJ TO BE) для существующих и новых бизнес-процессов, продуктов и значимых проектов с учетом знаний о клиенте • Визуализация и отрисовка карт клиентского опыта с целью отражения выявленных барьеров (CX Mapping) • Определение проблем во внутренних бизнес-процессах, которые приводят к клиентским проблемам (Service Blueprint) • Поддержание в актуальном состоянии карт клиентских сценариев по продуктам и процессам • Управление бэклогом задач по устранению выявленных проблем и барьеров (наполнение, приоритизация, контроль реализации) • Разработка quick wins-решений совместно со стейкхолдерами со стороны бизнес-функций • Согласование и внедрение лучших сценариев на рынке • Оценка влияния CJ на клиентские метрики и бизнес-показатели (как до, так и после внесения изменений) Что для этого нужно • Готовность работать 5/2 из офиса в Москве первые 3 месяца (после, по результатам работы, готовы обсудить гибрид 3 офис/2 удаленно) • Опыт работы в проектирование клиентского опыта В2С продуктов от 2 лет в крупных компаниях • Умение выстраивать кросс-функциональное взаимодействие с разными стейкхолдерами: бизнес, IT-команды • Умение проектировать E2E-логику (от триггера до результата) • Умение разделять опыт взаимодействия клиентов на отдельные тачпоинты и каналы • Глубокое владение CX-мэппингом: выделение в сценариях триггеров, шагов и этапов • Умение классифицировать клиентские кейсы: эмоции, барьеры, гипотезы о проблемах • Project Management (составление roadmap'a проекта, контроль таймплана) • Service-Design-мышление: разработка решений на базе потребностей клиентов, бизнес-интересов и маркет-бенчмарка • Data-Driven-мышление (построение работы на основе данных и метрик)

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