Project Manager Transformation Office

UKRSIBBANK BNP Paribas Group announce a vacancy of Project Manager Transformation Office

We offer:

• interesting job in a friendly team
• competitive salary
• health insurance
• professional and career development
• benefit from being part on international community

Key responsibilities:

Main tasks

• Full responsibility to constantly improve customer-centricity of the Bank
• Drive efficiency in Sales and Operations based on customer experience and leveraging of existing business intelligence and technology tools
• Deliver on key cross-functional optimization projects to accelerate growth
• Advocates for user-centered design-thinking methodology throughout organization
• Mentor associate and senior colleagues on the design process and its value
• Build traction and toolkit for design methods to spread within the organization
• Develop analytics for user experience metrics and reports on the success of UX improvements
• Take a cross-channel, service-oriented view and ensure consistency in solutions
• Follow all applicable company policy and procedures
• Share a responsibility to advance the company's mission

Customer Experience Design:

• Hands-on experience designing holistic, omni-channel consumer and service delivery ecosystem designs.
• Ability to transform tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert.
• Ability to execute visual, information, interaction, and service design elements of the initiative that meets business and customer needs and delights customers.
• Ability to communicate the initiative and product to others (Business Partners) through consumer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics and other materials.
• Ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve. Advocating for our customers at all times. Experience in designing and conducting Customer Experience Immersions.

Design Research:

• Seasoned in fast-paced design research.
• Ability to conduct and/or partner on consumer studies and present findings that will inform improvements in the customer experience.
• Ability to discover customer and business needs through contextual inquiries, generative and quantitative research, and identify solutions to meet those needs.

Requirements:

• The Higher education
• Understanding of product/service full cycle creation. Project/product management (successfully implemented projects) - 3+years
• Understanding of Service Design methodology obligatory. Practical experience of Service Design and Customer Journeys creation as advantage. - experience in consultancy, implementation or change processes is an advantage
• Knowledge of client CX metrics: NPS/CSI
• Analytical skills (ability to cope with big data ranges, study dependencies and trends, make analyze and present conclusions)
• Organizational sensitivity and excellent communication skills
• English - Upper Intermediate