Senior Service Designer

Join us as a Senior Service Designer

Hiring process:

Introduction, test task (we value your work and time, that’s why we pay TK) and final meeting.

What we offer specifically for this role:

• this is a new role in the Company, so you will be able to independently build interaction processes within the framework of the HR function
• together with the customer support and quality department teams, you will take an active part in the development of service concepts, schemes and building the customer experience within the service
• you will grow with a leading technology company that is a national leader in the field of ride-hailing services and competes on equal terms 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 yourself use and see the results of your work
• immersion in a company culture that considers each employee significant and valuable

How exactly can you influence the development of the company:

• shaping the future of customer experience through research, service design methodologies, business and technology
• identification of customer and business needs and problems using SD techniques
• implementation and improvement of approaches to metrics and methods of SC research in the company and synchronization of SC metrics to key business indicators
• research and preparation of analytical reports on existing customer support processes, audit results, etc
• interaction with divisions of marketing, product, operations teams within the framework of the processes of launch and preparation of different types of client studies.
• participation in cross-functional teams in a company environment with a focus on improving key metrics such as NPS/CSI
• work with research agencies

Challenges for three months:

• to map key processes in the company aimed at improving HR
• develop a tree of key customer experience metrics
• to investigate the processes of support of the 1st and 2nd level in order to improve the quality of service
• develop a tree of metrics and a plan for the systematic implementation of SC processes within the framework of operational teams

To achieve results, you will need:

• 2 years of experience in the field of research and work with service design methodologies in the positions of Service Designer/CX Designer
• education, courses, certificates in sociology, customer research, design service
• design thinking
• agile working
• digital first
• presentation and communication skills at a high level
• flexibility and adaptability to business needs