Opis oferty:

Business Process Manager; Your main responsibilities: Build merchant and consumer support for all new initiatives and changes related to prepurchase, presale, and finance processes. Manage the projects relating to onboarding and finances processes. Ensure continuous improvement of customer experience. Proactively identify and remove frictions concerning processes for consumers and merchants. Design the solutions/processes that responds maximally customers' needs (low CR, high NPS) and recommend effective customer-centric solutions in collaboration with other business units and tech teams. Support projects representing CX and the voice of customers. Lead CX stream in cross-area and international projects. Implement new and adjust existing CX processes and procedures as a result of new or upgraded platform products or processes in coordination with different Business Units. Decrease the customer effort and cost of support (CR to merchant and CX) through improved self-service and automation or process changes, leading to more productive resolutions.

Wymagania:

• Practical experience in project management in the area of customer experience/finance/banking
• Minimum 2 years of practical experience in the area of customer experience
• Proven ability to create positive customer experiences in customer support processes
• Experience in cooperation in an international environment
• Process mapping skills
• Planning and organization skills
• Desire and commitment to making changes
• Dynamic and willing to challenge the status quo
• Communication and interpersonal skills, including the ability to present arguments in favor of improving customer experience
• Proven ability to quickly build relationships with key stakeholders
• Ability to work independently and organize work of project group
• Ability to communicate freely in English (B2/C1)

Dodatki i korzyści:

• Work in a team of top-class specialists and experts
• Training budget and an internal educational platform, MindUp
• Well-located offices with fully equipped kitchens and bicycle parking facilities
• Excellent working tools
• Wide selection of fringe benefits in a cafeteria plan
• English classes paid for by the company focused on work specifics