Консультант по клиентскому опыту в банках

Senteo is an international boutique consultancy specializing in Customer-Centric business transformation. We are passionate about our work and our efforts to help clients evolve their business models, and we will triple the size of our team in Eastern Europe over the next two years. If you are excited by the topics of customer experience, relationship management, and loyalty, please contact us to see if you are a good fit to be a part of our team.

The position of CJM Consultant
requires experience in process improvement and customer experience. You will participate in diagnostics of the processes and business models of banks and companies and help in customer-centric processes' creation. You will be engaged in building systems for continuous improvement of customer experience and continuous improvement of products, processes and services. You will lead projects, first ones under governance of course. Candidates must show competency and qualities as follows:

Minimum 3 years of experience in customer experience and/or process optimization

Soft skills:
- Team Player / Collaborator
- Strategic mindset and critical thinking
- Empathy
- Creativity
- Energy/Fun

Hard skills:
1. Customer Experience, preferably team lead
- Customer experience (design thinking, JTBD, Value Proposition, etc.),
- Building and analyzing User/Customer journey map
- Feedback and customer research
- Qualitative and quantitive research
- NPS, CSI
- UX/UI testing experience
- Lead of CX projects or workflows

2. Operational processes and efficiency
- Description of operational processes of banks
- Process optimization, waste and inefficiency identification
- Implementation of improvements

3. Analytics and working with data
- Good Excel skills

4. Facilitation and moderation
- Organization of group work
- Training, facilitation, conducting sessions and workshops to solve business problems

5. Presentation
- Skills in creating materials (presentations and other visual formats) for the team and customers
- Experience in presenting project results
- Excellent Russian, English (B2-C1)

Location: you can work from any location, preferably +/- 3 hours to Moscow. Our main activities are in Central Asia now.

Compensation: Consistent with experience plus bonus and benefits depending on performance