Head of Customer Experience Management in Technologies, Innovations, and Client Centricity

About the Position

Head of Customer Experience Management in Technologies, Innovations, and Client Centricity

Kyiv, Ukraine

KYIVSTAR Київстар – Business to Consumer

Full-time / Hybrid

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About the Role

We are looking for a department head to enhance the client experience through specific changes in the network, services, and customer interaction.

In this role, you will develop three key areas:

Technologies and Network Experience – Finding the connection between the technical indicators of the network and what the client actually feels, determining priorities for improvement, and finding solutions with the Technical Directorate.

Customer Experience Analytics – Creating a holistic picture of the customer's experience at all stages of interaction with the company and finding key issues, their causes, and opportunities for improvement based on data.

Client Centricity – Helping the company systematically make decisions from the customer's perspective, developing a culture of client centricity, relevant tools, and team competencies.

This role is at the intersection of the customer, data, technology, and business, with the opportunity to influence the experience of millions of people.

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Responsibilities

• Formulate and implement the strategy for customer experience development in the field of technologies and innovations.
• Determine which technological and network changes will most impact the customer experience, and transform them into specific solutions with relevant teams.
• Initiate and coordinate cross-functional initiatives to improve customer experience, from idea and pilot to scaling successful solutions.
• Develop a system for customer experience analytics and monitoring.
• Combine and analyze data on network performance, customer satisfaction indicators (NPS/CSI), customer feedback, and other sources, transforming them into understandable conclusions and specific recommendations.
• Evaluate the impact of new technologies and changes on the customer and business, including post-launch result analysis.
• Develop and implement tools, analytical solutions, AI, and other technologies that help better understand and improve customer experience.
• Develop a client-centric culture: training, practical tools, customer experience immersion programs, and other formats that help teams better understand their customers.
• Prepare management recommendations and business cases for improving customer experience and regularly assess the progress of CX transformation.

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Requirements

• Relevant experience in Customer Experience Management, marketing, product management, or projects.
• Understanding of service design, Customer Journey Maps, use cases, and customer metrics NPS, CSI, CES.
• Strong analytical, presentation, and communication skills.
• Experience in cross-functional collaboration, business requirements preparation, and project management.
• Confident work with large datasets and quick mastery of new technologies, including AI.
• English at the Upper level.
• Client orientation, attention to detail, stress resistance, and readiness for field research and business trips across Ukraine.
• Higher education in marketing, technology, or sociology.

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We Offer

• Competitive salary
• Opportunity to work in a leading telecommunications company
• Professional development and career growth opportunities
• Dynamic and inclusive work environment

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About the Company

KYIVSTAR Київстар is one of the leading telecommunications companies in Ukraine, providing a wide range of services to millions of customers. We are committed to innovation, customer satisfaction, and continuous improvement.