Head of Customer Experience Management

4 дней назад

Киев, Киев, Украина Kyivstar Полный рабочий день 90 000 $ - 120 000 $ в год

We are looking for a visionary and impact-driven Head of Customer Experience Management (CEM) to lead the company-wide transformation of customer interactions and satisfaction. This is a strategic leadership role that involves designing, implementing, and evolving the customer experience across all touchpoints — digital, retail, call center etc. Your mission: to embed customer-centricity into every part of the business, boost loyalty, and drive business growth through superior experience delivery.

Key Responsibilities

·       Develop and lead the company's long-term Customer Experience Strategy.

·       Design, monitor, and optimize the customer journey across all service and sales channels.

·       Own and drive improvements in key CX metrics across all touchpoints.

·       Implement effective Voice of Customer analytics, and continuous feedback loops.

·       Lead CX-related transformation initiatives across departments.

·       Ensure cross-functional collaboration to align product, marketing, sales, and service with CX goals.

·       Develop and promote CX culture and customer-centric mindset across all levels of the organization.

·       Manage CEM department operations, team performance, and budget.

·       Present insights and business cases to top management and stakeholders

Requirements

Education:

·       Higher education in Business, Marketing, Sociology, or a related field.

·       International CX or service design certifications are a plus.

Experience:

· years in customer experience, service strategy, or related roles.

· years in senior management or transformation leadership.

·       Proven experience in launching and managing CX programs, particularly in B2C industries (telecom, banking, retail, etc.).

·       Experience in managing cross-functional projects and leading cultural transformation.

Skills:

·       Strong strategic, analytical, and communication skills.

·       Deep knowledge of customer research, journey mapping, and service design.

·       Proficiency in data interpretation and CX analytics platforms.

·       Advanced English, both written and spoken.

Key Competencies

·       Strategic mindset and customer obsession

·       Change management and transformation leadership

·       Stakeholder influence and executive presence

·       Team leadership and talent development

·       Analytical thinking and data-driven decision-making

·       Communication and storytelling

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