Head of Customer Experience Management

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 Детальніше про нас: Зазирніть в наш Instagram — там про людей, культуру та життя в Київстар → А останні новини про нас шукайте в LinkedIn -->  Якщо в тебе залишились питання, ти можеш задати їх нам, рекрутерам Київcтар. Переходь в наш телеграм канал «Кар'єра з Київстар» і давай спілкуватись  Робота в Київстар, який входить до Групи компаній VEON, вимагає від нас дотримання високого рівня ділової етики, юридичних зобов'язань, наших цінностей та Кодексу поведінки групи VEON, політик і процедур Київстар. Ми прагнемо бути чесними та відкритими, що вимагає від нас діяти етично, правдиво і сумлінно. Ми розуміємо важливість захисту Ваших Персональних даних та прагнемо використовувати передовий досвід у цьому напрямку. Натиснувши кнопку «Відгукнутися на вакансію», Ви підтверджуєте, що Ви прочитали, зрозуміли та явно погодилися з нашою Політикою конфіденційності.     More about us: Discover our people, culture, and everyday life at Kyivstar on Instagram → Stay up to date with our latest news on LinkedIn →    Working in Kyivstar (VEON Group) demands a high standard of business ethics, adherence to our legal obligations, our values and our Code of Conduct of VEON Group and supporting compliance policies and procedures. We strive to be truthful and transparent, which requires us to act ethically, honestly, and with integrity. We understand the importance of the protection of your Personal Data and are committed to using good practices in how we handle such Data. By clicking on "Apply for this job", you confirm that you have read, understood and explicitly agree to our Applicants Privacy Policy. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.