Senior Service Designer (CX)

Join us as a Senior Service Designer (CX)

Hiring process:

Introduction, test task (we value your work and time, so we pay for the task) and final meeting.

What we offer specifically for this role:

• you will be able to independently build processes within the CX function for riders and the delivery direction

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

• you will grow with a leading technology company that is a national leader in ride-hailing services and competes on equal terms with global giants

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

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

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

• immersion in a company culture that considers every employee significant and valuable

How exactly can you influence the development of the company:

• measurement and management of rider NPS and delivery at different stages of interaction with the company

• shaping the future of rider experience through research, service design methodologies, business and technology

• identifying the needs and problems of riders and businesses using SD techniques

• implementation and improvement of approaches to metrics and methods of research of CX in the company and synchronization of CX metrics to key business indicators

• research and preparation of analytical reports on existing customer support processes, audit results, etc.

• interaction with marketing, product, and operations teams as part of the launch and preparation processes of various types of client research.

• participation in cross-functional teams within the company with a focus on improving key metrics such as NPS/CSI

• working with research agencies

Three-month challenges:

• map key processes in the company aimed at improving CX riders and delivery

• participate in the development of a tree of key customer experience metrics for riders and delivery

• investigate the processes of 1st and 2nd level support 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 operational teams

To achieve results, you will need:

• 2+ years of experience in research and working with service design methodologies in the positions of 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 working with AI tools