Uklon | Senior Service Designer (CX)

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!

Join us as a Senior Service Designer (CX)

Hiring process

Introduction, test assignment (we value your work and time, so we pay for the test assignment) and a technical meeting.
In case you have any questions, feel free to contact our recruiter directly or via email at au.moc.nolku%40yilamah.aisatsana - we’re here to help!

Drive with Us

What our offer includes specifically for this role

you will have the opportunity to independently build processes within the CX function for riders and delivery

together with the customer support and quality teams, you will be actively involved in the development of service concepts, schemes and building customer experience within the service

you will grow together with a leading technology company that is a national leader in the field of ride-hailing services and competes on equal footing with global giants

the opportunity to participate in the development of the company as part of the expansion

interaction with colleagues from different departments motivated to achieve a common result

development of a product that you use yourself and see the results of your work

immersion in the culture of the company, which considers each employee to be significant and valuable

How exactly you can influence the developmentof the Company:

● measuring and managing the NPS of the rider and delivery at different stages of interaction with the company● shaping the future rider experience through research, service design methodologies, business and technology● identifying the needs and problems of riders and business using SD techniques● implementing and improving approaches to SD metrics and research methods in the company and synchronising SD metrics with key business indicators● researching and preparing analytical reports on existing customer support processes, audit results, etc.● interacting with marketing, product, and operational teams in the process of launching and preparing various types of customer research● participating in cross-functional teams within the company with a focus on improving key metrics such as NPS/CSI● working with research agencies

Challenges for six months:

● map out the key processes in the company aimed at improving the CX of riders and delivery● participate in the development of a tree of key customer experience metrics for the rider and delivery areas● research 1st and 2nd level support processes to improve the quality of service● participate in the development of a metrics tree and a plan for the systematic implementation of CX processes within the operational teams

To achieve the results, you will need:

● 2+ years of experience in research and working with service design methodologies as a Service Designer/CX specialist● design thinking● agile working● digital first● data driven● high-level presentation and communication skills● flexibility and adaptability to business needs● use of innovative approaches in work● experience with AI tools

How do you manage your working hours?

● You determine a convenient time for yourself; However, in order to be efficient, we have business hours from 11:00 a.m. to 04:00 p.m.● 20 days off for personal needs and 10 days off due to illness (with remuneration)● day off on your birthday as a gift from the Company● day off for blood donation

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