User Research UX CX
Join Customer Experience team as a User Research Associate in new, fast-growing start-up in Warsaw!!!
Client Details
Our client is a multinational technology company which focuses mainly on e-commerce. Their office is located in Warsaw city center (next to Daszynskiego and Rondo ONZ).
Description
- Monitor user sentiments via various reports, including NPS deep dive, cycle report and social media report;
- Conducting quantitative/qualitative analysis to understand users behavior across different touch points;
- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer experience metrics such as Customer Effort Score, FCR, NPS, CSAT;
- Reviewing customer journey to identify gaps and areas of improvement based on user feedbacks;
- Develop reporting schemes covering various aspects of customer experience;
- Assist in raising feature improvements based on findings to improve user's experience;
- Review in-app messages to ensure user experience throughout the entire app is standardized and simplified;
- Conduct CX competitive benchmarking to find gaps and areas of improvement;
Profile
- Master's degree or equivalent in finance, economics or business administration (or similar);
- 2-6 years of professional experience in consulting, data analytics, customer experience related analytical functions;
- Analytical mindset including distinctive problem solving skills, multitasking abilities, attention to details and intellectual curiosity with openness to work with people from various teams;
- Ability to synthesize information, draw conclusions and provide recommendations from dispersed data;
- Proficiency in MS Excel and MS PowerPoint;
- Excellent stakeholder management;
- Self-motivated with a "can-do attitude"; proactive in finding better ways to get things done, and exhibits strong ownership of work. Our culture is fast-paced and impact-focused;
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders;
- Knowledge of basic metrics related to customer experience and customer service would be an advantage;
- Experience of working with software related to survey analysis (eg. Qualtrics) would be an advantage;
- Practical knowledge of SQL, Python, R and PowerBI would be an advantage;
- Fluency in English to work in an international environment;
Job Offer
- Opportunity to be a part of an exciting journey to run a new business from the scratch;
- Informal, start-up company culture;
- Multisport card;
- Medical Insurance;
- Life Insurance;
- Annual Bonus;
Please apply via the button on the right side of this job offer.
Job details
Location: Warsaw
Contract type: Na czas nieokreślony
About Michael Page
Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.
More
Location: Warsaw
Contract type: Na czas nieokreślony
About Michael Page
Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.
More
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