How exactly you can influence the developmentof the Company:

● building end-to-end processes, identifying inefficient stages or duplications, and implementing systemic improvements in support areas● analysing the causes of unresolved cases, identifying systemic problems in products or services, and developing solutions to minimise support calls● work with Customer Effort: analysing customer interaction scenarios and optimising them to improve the clarity, speed, and simplicity of service solutions● data-driven approach to changes: working with operational and CX metrics (FCR, CSAT), analysing call data and feedback to formulate sound business recommendations● cross-functional interaction: close cooperation with Operations, Product and CX Architecture teams to share insights and monitor the implementation of changes at all stages● standards support and change support: ensuring that processes meet service standards, participating in the development of new guidelines and supporting teams during process transformations● assessing the real impact of implemented solutions on the customer experience, monitoring the achievement of planned KPIs, and adjusting strategies based on the results

Challenges for three months:

● to study Uklon’s product ecosystem, CX platform and operating model (Ride-hailing, Delivery, etc.) to form a holistic understanding of the service. The result is a deep understanding of the department's key metrics, the principles of the departments’ work, and the logic of the main service scenarios● to get acquainted with the department's current initiatives to understand the context of changes and their impact on service and customer experience, as well as to connect to key processes. The result is a formed vision of active initiatives and involvement in 2-3 of them● to analyse the processes of processing requests to identify inefficiencies and major pain points in service scenarios. The result is a list of 5-7 specific areas for optimising support processes● to evaluate the effectiveness of active initiatives through their impact on key metrics (CSAT, Contact Rate, repeat calls) and prioritise further development. The result is 3-5 initiatives identified for further development or support● to suggest 2-3 new initiatives aimed at optimising processes, improving customer experience and increasing operational efficiency

To achieve the results, you will need:

● 2+ years of experience in Customer Experience, Customer Optimisation or Customer Journey Optimisation● ability to analyse the customer journey (CJM), identify systemic issues in complaints and propose data-driven solutions● experience in implementing changes or initiatives aimed at reducing customer effort and improving customer experience● practical understanding of customer experience metrics such as NPS, CSAT, CES and the ability to use these metrics to improve a product or service● ability to establish effective communication with different teams (Product, Support and Operations), present ideas, coordinate actions of all participants● English - Pre-Intermediate+ level● self-management: ability to quickly prioritise tasks and work with several cases simultaneously● confident knowledge of CRM systems, support tools, Excel/Google Sheets, Miro and dashboards

How do you manage your working hours?

● Standard five-day working week: 9.00 a.m. to 6.00 p.m.● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation.