Customer Experience Manager in Fozzy group

Fozzy Group is your most hospitable retailer.  

For more than 20 years, we have been doing everything to simplify the life of our Guest. That is why we have united the most diverse areas in our family of businesses: supermarkets, restaurants, our own production, pharmacies, banks, sports spaces, dry cleaning, a travel agency and our own IT company TemaBit.  

Our religion is caring for the Guest. And the team is our internal guests. Therefore, we do everything so that the team can comfortably create products for millions of Ukrainians.  

Your responsibilities will be:

• Conducting qualitative and quantitative guest research (testing ideas, concepts, prototypes).
• Developing research design: methodology, hypotheses, CA, scenarios.
• Organizing the recruitment of respondents and conducting research sessions.
• Forming analytical reports with conclusions and recommendations.
• Setting TK for quantitative research and budget control.
• Building the Guest Journey (CJM): creates personas, empathy maps, identifies key interaction steps, barriers, expectations and growth points in the experience of using the product/service.
• Determining Jobs To Be Done products and services.

Basic requirements:

• Higher education (marketing, sociology, management).
• Work experience from 3 years, incl. conducting qualitative research (in-depth interviews, focus groups).
• Practical experience in the application of Service Design, JTBD, CJM, Customer Value Proposition, Blueprint.
• Confident work with MS Office/Excel, Miro, Maze.
• Analytical thinking and presentation preparation skills.
• Developed communication skills and empathy.
• Experience in product management will be advantage.

We offer: 

• Official employment from the first working day and 24 days of paid vacation. 
• Flexible work format: work from home or office (with reliable shelter, generator and starlink). 
• Learning to deepen your expertise at Fozzy Campus — our corporate university with top speakers. 
• Benefits that you choose yourself - in our cafeteria, everyone puts together their ideal set (be it health insurance or sports compensation). 
• A wide collection of attractive offers from Group businesses and our partners. 
• Concierge service for employees, which frees you from household chores. 

Join our big Fozzy Group family and go for excellence!