Head of Сustomer Experience

Вакансия № 21866744 от компании Лаборатория Касперского на Электронной Службе Занятости Населения Москвы.

☑ Основной блок:

Опыт работы: 3–6 лет.

Тип занятости: полная занятость.

График работы: полный день.

Зарплата: по результату собеседования.

Место работы (точный адрес): Россия, Москва, Ленинградский проспект, 34.

Это объявление № 21866744 добавлено в базу данных: Вторник, 28 января 2025 года.

Дата его обновления на этом интернет-ресурсе: Вторник, 18 марта 2025 года.

Прочитано соискателями - 60 раз(а);
Отправлено откликов - 0 раз(а);

BUSINESS VALUE

What is the ultimate value of the role

The main mission of this job is to works closely with internal clients to support business decision process with information about

existing and potential customers, their needs, measuring KPIs of brand health and brand perception amongst customers, as well as customer satisfaction
customer journeys with development methodology for customer journey maps, development customer journey and regular analysis of customer journeys to identify bottle-necks and risks and opportunities in customer journey and escalation them to internal teams responsible for appropriate business processes or touchpoints.

RESPONSIBILITIES

Collecting, structuring, and delivering quantitative and qualitative insights about existing and potential customers, their needs and behavior, measuring brand health KPIS and customer satisfaction needed for decision-making process in different internal departments and for external use (analytical reports, white papers etc).
CIM helps and collaborates with other departments in creating of research briefs, selects the appropriate methodologies and techniques to provide insights to the underlying business issues.
CIM conducts the primary regular and ad-hoc customer research projects, coordinate external suppliers and agencies, oversee the research process, conducts desk research.
In case of the in-house research projects, CIM develops the research design and tools, analyze the results and provides reports and recommendations.
Development of the methodology for building customer personas and customer journey maps.
In order to do this CEM collaborates with other departments in understanding of customer journeys, selects the appropriate methodologies and techniques to provide insights to the underlying business issues.
Regular analysis of customer journeys in order to identify bottle-necks and opportunities and communicate them to internal stakeholders. CEM coordinates communications about customer journeys and its measurement between different internal teams, helps to prepare measurements and processes in line with customer journeys.

REQUIRED EXPERIENCE & SKILLS

Work experience

A minimum of 3 (5 preferable) years within the Market Research / Customer Insights industry either on the client’s or on the agency’s side
Academic and practical experience with a wide array of new product, brand, advertising and customer satisfaction research methodologies
IT / software / telecom experience is appreciated

Knowledge and skills

Practical experience in Customer Journey Map development, customer persona development in B2C and/or B2B areas
Experience in customer research (UX, usage and attitudes etc), both qualitative and quantitative
Strong analytic skills
Ability to structure information
Exceptional written, oral, and presentation skills
Demonstrated ability to tell a story with numbers/data
Knowledge of IT and IT security landscapes
Knowledge of E-commerce and tangible sales processes
Experienced in Power BI, Tableau or Qlick
Experience in web/mobile analytics (Google Analytics, Firebase)
SQL skills is a plus
Ability to multitask
Advanced English (written and oral);
Expertise with statistical software (SPSS, Q research software or similar), advanced level in Excel, SQL, PowerPoint,