Job Title: Head of Customer Experience Analytics
Reports to: Customer Experience Centre of Excellence
Location: Moscow, Russia
· Top down and bottom up NPS analysis methodology development for the Vimpelcom Group OpCos.
· Development and deep involvement into the process of financial modelling (loyalty effect on the other business indicators) together with the Group and OpCos finance teams.
· Training on NPS and other CE indicators analytics for CE directors and analysts in OpCos.
· Support of OpCos in terms of investigation of bottom up NPS changes on the level of the Group.
· Creation of NPS reporting format for the aggregation of data on the level of the Group.
· Development of methodology of CE improvement initiatives (for NPS growth and other loyalty indicators improvement) financial impact.
· Control of activity in OpCos in terms of NPS analysis and initiatives effect assessment.
· Development, training, deep involvement into the design process of pilots for CE improvement initiatives.
· Analytical support of NPS in personal goals setting and functional cascading processes.
· Developed the methodology of customers data aggregation and analysis for systematical CE improvement initiatives generation (based on BigData)
· Analytics team management
· Data processing and analysis, statistical analysis, regression analysis, qualitative and quantitative marketing research
· Advanced Excel (or other analytics software) and power point skills
· Deep knowledge of NPS methodology (top down, bottom up)
· Telecommunications company business processes understanding
· Skill of presentation to a wide audience
· Development of training materials and conducting training for analysts
· Negotiation and persuasion skills
· Experience of analyzing qualitative and quantitative marketing research data, deep research requirements setting experience
· Experience of working for a telecommunications company, understanding of customers’ data structure
· Team management experience
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