Актуальные заказы по Data Analysis
Senior Consultant Marketing
Project
Global Voice of Customer Project
Project description
The service is requested as part of the project above. Make an impact in our journey to become an agile, customer-centric, cross-functional and data-driven organization by shaping your part of our B2B Digital Transformation.
Deeply understand the Customer and ensure that the Voice of the Customer is incorporated across the whole E2E Customer Journey through direct, indirect and inferred customer feedback.
Help grow the business by including the Voice of the Customer across the whole Customer Journey to steer any cross-functional CX improvement, across Marketing, Sales and Service functions for all our B2B businesses and Regions
Background to the assignment
External resources are needed as there is no internal staff with the required expertise in the following areas:
- Voice of Customer experience in large multinationals (NPS, CSAT, CES, NSS)
- Strategic and pragmatic VoC approach design & implementation
- VoC Capability design and building
- Statistical VoC analysis & insights understanding
- Project Management and stakeholders management skills
Therefore, the external consultant is in a unique position and performs significantly different tasks than the internal employees.
Task description
The scope of services includes the following tasks, which are independently performed by the external contractor:
- Consult the project team on how to design best-in-class VoC methodology, strategic approach and measurements cross-channels and functions at Global, Regional, local and SBU level
- Incoprporating the Voice of the Customer across the whole Customer Journey through direct, indirect and inferred customer feedback in order to improve and steer overall CX, positively impacting NES
- Consult the project team on how to build the new Voice of Customer Capability in terms of:
- Priorities
- Roadmap
- Blueprint
- KPI framework
- Best practices across the end-to-end customer journey
- Consult the project team on how to shape, implement and continuously optimise the Voice of the Customer capability across all axes:
- Customer & Business
- Organization & Way-of-Working
- Technology & Data
- Set the stage to deliver a coherent E2E Digital Customer Experience across all of company’s channels by listening to customer needs and other Voice of the Customer insights as input to spark new ideas and CX improvements, working across all SBUs/Regions/Functions to maximize engagement and drive conversion and business growth
- Consult the project team on how to drive full adoption of the Voice of the Customer capability and standards across all SBUs, Markets and Functions
- Consult the project team on senior stakeholder management & vendor management
Product Owner
Who are we?
The fintech startup working on the first large-scale e-wallet in region. We aim to provide people with simple and convenient alternative to cash.
Role Description
A Product Owner creates product roadmap and guides the team’s effort ensuring value for customer and alignment with the overall product strategy. Product owner has a deep understanding of the target market & fintech industry. A Product Owner manages dependencies with other internal teams and external partners. PO works closely within their team to ensure business value and user feedback is translated into new features. Product owner is accountable for specific business KPIs in-line with key value drivers of the business
Responsibilities
- Sets ambitious and clear product vision and communicates it effectively to stakeholders, the team, and other members
- Closely collaborates with stakeholders to ensure product roadmap aligns with product strategy, mission, and vision
- Accountable for product specific KPIs once product is launched and for regular communication of KPIs to key stakeholders
- Utilizes market and industry knowledge to translate user needs into user stories; maintains a backlog 3 to 4 sprints ahead of the team
- Works closely with CPO to establish each product’s business value proposition
- Facilitates product release planning with stakeholders as well as weekly demos
- Works onsite with the product team on daily basis to navigate them to deliver most valuable solution
- Integrates product discovery activities into product requirements to eliminate product risks and enhance user satisfaction
Experience, Competencies and Skills Required
- 2+ years in this role working with cross-functional teams to deliver digital payment solutions
- Experience with launching digital products from 0
- Ready to take full responsibility for decision-making and results of product implementation
- Strong communication skills with comfort in speaking with business stakeholders
- Ability to explain complex product solutions in simple terms
- Experience in developing product vision, strategy and product roadmap based on research, hypothesis testing and, data and current market position
- Knowledge on how to identify and track product metrics and make product decisions backed up by data
- Knowledge how to research market needs and have conducted customer interviews, surveys, segmentation, usability tests and competitive analysis more than once
- You know how to find a common language with the team, involve the team in the creation and improvement of the product
- Passion to challenge the status quo and find new solutions and drive out of the box ideas – loves and embraces change
- Believes in a non-hierarchical culture of collaboration, transparency, safety, and trust
- Not afraid to “roll up the sleeves” and seeks to go outside comfort zone to learn – pushes teams to do the same
- Previous experience with agile is an advantage
- Higher education
- Advance English, fluent Russian