We are looking for a Senior Service Development Specialist to join our service development team, who will be responsible for service metric analytics, change coordination, and improving customer experience in the B2B segment.
What to do?
- Analyze service processes and key service quality metrics
- Generate reports and recommendations for service improvement
- Coordinate the implementation of changes in service channels and monitor their effectiveness
- Collect and analyze feedback from customers and employees
- Optimize service procedures and update them according to changes
- Participate in the implementation of strategic service initiatives and testing new solutions
You are our match if...
- Have higher education (telecommunications, marketing, or analytics)
- Have 2+ years of experience in service, analytics, or change coordination
- Possess analytical thinking and the ability to systematize information
- Able to formulate conclusions and recommendations
- Possess strong communication skills for change coordination
- Proficient in Excel, Outlook, Word, PowerPoint
Not required, but highly valued
- Knowledge of service metrics (SLA, FCR, CSI, NPS)
- Experience with service channels (CC, Chat, VIP service)
- Proficiency in SQL, Power BI, Jira, Confluence
- English level B2
Why Kyivstar
- Flexible work schedule, hybrid format
- Annual bonuses for achieving goals
- 340+ internal courses, own library, training programs from partners
- Life and health insurance
- Employee and family support programs: psychological, legal, etc.
- Barrier-free space for work and development
- Projects supporting defenders, veterans, and their families
- Mobile communication expense compensation
We look forward to your application to achieve amazing things together.