от компании (организации): Лаборатория Касперского в городе (населённом пункте): Москва, Россия
в отрасли экономики "Маркетинг, реклама, PR" → "Исследования рынка"
с заработной платой: по договоренности
Вакансия № 21866744 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Вторник, 24 сентября 2024 года.
Дата обновления вакансии № 21866744 на сайте Работа в Москве и Московской области (МО, Подмосковье): Четверг, 14 ноября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 21866744 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
3–6 лет
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Head of Сustomer Experience
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,
Откликнуться на эту вакансию: Head of Сustomer Experience
Предыдущая вакансия:
Вакансия № 21866742 на должность Менеджер по внутренним расследованиям от компании Ренессанс cтрахование, Группа в городе (населенном пункте) Москва