Consumer Experience Specialist

Компания "Филип Моррис Казахстан"

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

Your day-to-day:

• Support in consumer journey mapping;
• Analyze consumer behavior, and uncover consumer needs and gaps in current consumer experiences through research data;
• Help to generate concepts and hypothesis which are aimed to close identified gaps across CJ. Test these concepts and hypothesis (MVP, FFRWD) with the help of other CX team members;
• Control design and execution of tasks from CX department to Market Research team aimed to uncover, quantify, and prioritize consumer pain points and moments of delight;
• Help to organize and facilitate collaboration across the organization to define and manage roadmap of initiatives to help prioritize implementation of features that drive the customer journey experience critical to delivering business objectives;
• Based on deep insights, contribute to communication, program, service, and experience design activities deployed by other functions;
• Create reports on dynamics & insights from the current consumer journey throughout the organization and report on roadmap of initiatives aimed to improve CJ;
• Develop and drive initiatives aimed at consumer retention and engagement, based on consumer insights and identified journey gaps.

Who we're looking for:

• Minimum 2 years of relevant work experience in one or more of the following industries: FMCG, Consumer electronics, financial services, technology, telecoms or marketing agency /research agency;
• Minimum 1 year of in-depth knowledge and experience in consumer research, design research, service design across varied business problems, and digital and physical touchpoints;
• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems;
• Strong written and verbal communication skills, particularly the ability to articulate and organize information succinctly and logically;
• Proven ability to operate and adapt in a fast-paced environment by managing, multiple tasks, competing priorities, numerous stakeholders and tight deadlines;
• Very good proficiency in MS Office suite is essential;
• Fluent English (written and spoken);
• Strong critical thinking skills, with the ability to analyze information, challenge assumptions, and make well‑reasoned conclusions;
• Ability to see the big picture while connecting insights, initiatives, and business objectives across functions.

What we offer:

• An opportunity to pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress;
• An opportunity to build an international career and for cross-functional moves;
• Extended social package: life insurance, insurance from critical illnesses, additional payment for preschool development of children, participation in the Employee Assistance Program (financial, psychological and legal consultations) for employees and family members, and much more;

Philip Morris Kazakhstan is the holder of Top Employer Kazakhstan & Global award for 10 consecutive years as well as the only Equal Pay certificate holder in Kazakhstan, which proves our commitment to highest working standards.

Relocation support is not available for this job.

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