Customer Experience Manager

About the Position

Piraeus Bank, an international bank and a subsidiary of Greece’s largest financial group, Piraeus Financial Holdings S.A., is strategically focused on corporate and private clients. We are about people and their needs, using all available tools and following client-oriented principles to provide the best possible service to our clients. Our regional network in Ukraine covers several regions, and we are currently inviting applications for the position of Customer Experience Manager in Kyiv.

Responsibilities

• Customer Surveys: Launch and develop the survey system - NPS (competitive, relationship, transactional) and CSAT; establish and track baseline values.
• Operational Metrics: Monitor key service indicators (First Contact Resolution, wait times, service availability, and others) via dashboards.
• Inquiries Analysis: Maintain structured tracking and analysis of customer inquiries and identify priority focus areas.
• Root-cause Analysis: Turn raw client signals into clear insight through root-cause analysis of NPS/CSAT.
• Convert Insight into Initiatives: Own and coordinate them; close the loop “customer pain > process from the registry > optimization”.
• Build Feedback-driven Action Plans: Align with strategic priorities; run proactive detractor management and customer recovery.
• Turn Employees into “CX Agents”: Embed a client focus across cross-functional teams.
• Run Cadence, Escalations, and the C-level Customer-experience Dashboard: Prepare regular management reporting.
• Present Customer-experience Materials: To the Business Strategy committee; build a customer-centric culture and support the development of employee experience.
• Support Embedding NPS into Functional KPIs: Consolidate all customer profiles under unified data governance.

Requirements

• Higher education (management, marketing, economics, data analytics, or related).
• 3+ years in customer experience, Voice of Customer, client/business analytics, CRM, or process transformation.
• Experience building or developing NPS / customer-feedback programs.
• Confident command of NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score); Voice-of-Customer management.
• Data orientation and the ability to “draw the story out of the numbers” - turning raw client signals into clear insight.
• Financial-report literacy - able to analyze how financial metrics show up in customer data and vice versa (linking NPS/CSAT to financial results and loyalty economics).
• Customer journey mapping and redesign; survey design and dashboard work.
• Managing cross-functional initiatives and stakeholders.
• Energetic and proactive - a builder who starts things, not just analyzes them.
• A strong communicator - able to carry the client’s voice into the room where decisions are made.
• Collaborative - works across functions and influences without direct authority.
• Languages: Ukrainian - fluent; English - Upper-Intermediate or higher (working with Piraeus Group materials and teams).
• Experience in business or process transformation; working with business cases and Key Value Drivers (KVD).
• Familiarity with project-management tools (e.g., Jira).
• Certifications in CX, Design Thinking, or Lean.

We Offer

• Official employment in accordance with current legislation.
• European standards of work and values.
• Competitive salary level.
• Medical insurance.
• Professional growth and training.

About the Company

Piraeus Bank is an international bank that is a subsidiary of Greece’s largest financial group, Piraeus Financial Holdings S.A., and operates across Europe. The Bank was founded in 1916 with its headquarters in Athens, Greece. The Bank is strategically focused on corporate and private clients. Piraeus Bank is about people and their needs. We use all available tools and follow client-oriented principles to provide the best possible service to our clients.

Location: Kyiv, Ukraine

Contact Person: Катерина Детюк

Application Process:

By submitting your CV, you consent to the processing of your personal data in accordance with the Law of Ukraine "On Protection of Personal Data".