Product/Project manager (Feedback Management System and CX projects support)
Київстар
We are looking for proactive and open-minded Product/Project manager to join CX team of Kyivstar.
Main aim of the position is to support Feedback Management System (FMS), and support of projects aimed on CX development and improvement.
Responsibilities
Education: high completed, Business or Technical, Marketing or Management
Experience: At least 3 years in marketing, systems management.
Functional Skills
Main aim of the position is to support Feedback Management System (FMS), and support of projects aimed on CX development and improvement.
Responsibilities
- Feedback Management System (FMS) support
- Develops business requirements for FMS development.
- Aggregates, analyzes, coordinates, and prioritizes the needs and suggestions of FMS users for further implementation.
- Forms working groups, organizes, and conducts working meetings to clarify needs and develop options for meeting them.
- Creates a backlog of tasks, prioritizes them to minimize costs and business value, and monitors their implementation.
- Interacts with the vendor to include priority tasks in the roadmap: presents use cases and justifies requirements at regular meetings.
- Organizes testing of the implemented functionality for compliance with the requirements and presents it to the system owner and users.
- Participates in budget planning for FMS development, coordinates the process of using the budget on the part of the owner.
- Evaluates new FMS releases and determines the feasibility of their installation and updating of the current version of the system.
- Develops reporting requirements for the use of the FMS, sets tasks for the implementation of the necessary reports to other departments and coordinates their implementation.
- Analyzes FMS usage statistics (based on existing or newly created dashboards or requests to the Analytics Department), analyzes factors affecting the indicators, presents them to the system owner, and develops measures to eliminate problems.
- Performs the role of Analyst in FMS, namely: develops and customizes reports in the system interface for end users, creates templates and categories for different types of surveys and different types of users.
- Prepares regular reports/presentations as well as ad-hoc reports.
- Plans and implements measures for the development and optimization of the system: analyzes the dynamics of touch points, alerts, the correctness of sample formation, optimizes the interface, and adjusts the system for its effective operation. Involves other departments and vendors if necessary.
- Manages the process of creating roles and profiles, advises on the required access levels for different user roles.
- Advises on FMS development opportunities and forms the BV.
- Conducts introductory and training sessions for users. Prepares and publishes recommendations on FMS functionality and reporting.
- Implementation of projects aimed at improving customer experience
- Carries out the stage of collecting and business analysis of incoming information necessary for the implementation of projects aimed at improving customer experience.
- Prepares business requirements for projects aimed at improving customer experience.
- Initiates the PAP&PIP process, prepares relevant materials and supports the project according to the process.
- Holds meetings with stakeholders and functions involved in project implementation.
- Negotiates with stakeholders and functions involved in project implementation
- Participates in the approval of the Terms of Reference.
- Controls the process of implementing projects aimed at improving the customer experience of the business.
- Implements reporting on key indicators of projects aimed at improving customer experience.
- Conducts post-analysis of the project and achievement of project goals.
Education: high completed, Business or Technical, Marketing or Management
Experience: At least 3 years in marketing, systems management.
Functional Skills
- Experience as a product or project manager in project and program management, including project implementation and advising key stakeholders at management level, experience as a customer experience specialist, business analytics.
- Strong and effective communication and teamwork skills.
- Strong organizational and interaction skills, ability to anticipate risks, solve problems, manage requirements.
- Process orientation, knowledge and deep understanding of project management techniques, methodology and best practices.
- Exceptional data visualization skills. Strong analytical and presentation skills. Ability to think strategically.
- Expertise in project management and technical documentation (user manuals, descriptions of software interfaces and functionality, guides).
- Knowledge of feedback management systems (FMS) and their architecture.
- Uses business analysis tools (MS Visio, MS Project, Excel, Confluence, Jira, BigPicture, Miro) and project management tools (Agile and Scrum, kanban boards, retrospective, Gantt chart, etc.)
- Responsibility, sociability, stress resistance, openness, flexibility.
- English – B1-B2; Ukrainian - fluent.
- Communication, ability to convince, win-win negotiations
- Organization skills
- Sketching and drawing (as advantage)
- Presenter skills
- Flexible to field visits all over Ukraine
- Readiness to communicate with clients a lot (face to face, reading verbatims, etc.)
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