Process and Customer Experience Designer

Join the biggest transformation in the Baltics!

Process and Customer Experience Designer

  • Job type: Permanent, Full-time
  • Location: Tallinn, Riga, Vilnius
  • Application deadline: 01/03/2020

Pieteikties

Designing and improving business, sales and customer service processes in order to create good customer experience to target customers and improve efficiency.

Key responsibilities will be:

  • Design and maintain efficient, smooth, and result-oriented business, sales and customer service processes in channels. Unifying and transforming existing local business processes into pan-Baltic processes
  • Customer experience management – deep dive into NPS and complain root causes, ensuring smooth customer feedback collecting process, understanding and analysing customer behaviour patterns
  • Monitoring sales, customer service and way of working process implementations in channels and monitoring impact of them
  • Customer complaints and feedback coordination through processes, instructions and training
  • Measuring the quality of customer service, collecting feedback and analysing it. Initiate and coordinate procedures and projects in order to improve customer experience
  • Preparing and making available process descriptions, guidelines and other documentation that is necessary
  • Participating in various projects where knowledge of Retail Banking processes or customer experience management is needed

What experience and knowledge you should have?

  • Cooperation and communication skills
  • Ability to travel
  • Customer focus
  • Readiness to take ownership
  • Retail customer service knowledge
  • Project management skills
  • Customer experience, customer behaviour knowledge
  • Excellent English: equivalent to a skilled native. Complete fluency in communication - both vocabulary and grammar

 

Salary range offered for this position (gross): EUR 2000 - 3000 before the taxes.*

*Salary level for the final candidate depends on the level of experience and competences. In Luminor, the salary is one part of the overall remuneration policy.

For more information

If you would like to know more, please contact Jaunius Marinskas, Head of Sales Processes & Support Department, Jaunius.Marinskas@luminorgroup.com