Company Description

At Infobip we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 70+ offices on six continents, Infobip platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (CPaaS) globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions. Join our development forces in deploying the code that powers the performance of the Infobip platform.

Job Description

Why is this role important to us? 

Customer Experience Consultant is engaging the customer in a post-sales environment to help companies build effective and positive interaction with end-users, utilizing Infobip solutions. Working with the rest of the Services Engineering team, this person will focus on conversation design domain and how to expand the CX Consulting portfolio by putting concepts in practice and help scale this globally. He/she will be responsible for designing effective and engaging conversational experiences that match voice of the brand by applying user-centric design methodologies.

Lastly, our CX Consultant must have a passion for helping customers find creative ways to run their businesses more effectively. By guiding the customer through the co-creation process to value outcomes, they will boost customer satisfaction, sales, profitability, and retention. Finding new ways to improve the satisfaction and loyalty of our customers continually is a top priority.

With the this role comes knowledge sharing responsibility! This person will mentor other team members and contribute to their development and act as a "go-to" CX consultive expert on the company level.

You know you are doing a good job when you:

• Analyse and improve existing conversation design practice to increase quality and effectiveness of delivery
• Contribute to strategic customer projects as a conversation design subject matter expert
• Conduct research using professional tools and techniques
• Build incredible personality and user journeys with virtual assistants
• Assure proactive and value-added services sales support 
• Ensure clients and co-workers are up to date with CX insights from market trends to details about their operations and business
• Assure CX digital empowerment as a professional service to clients and Infobip’s sales and operations
• Lead the global CX Chapter
• Lead the practices and process improvement initiatives
• Innovate existing offering and come up with new ones
• Product feedback collection from customers and partners
• Drive the Go-To-Market for CX Consultancy

Qualifications

You are the right person for us if you have:

• Previous experience in conversational design/ customer experience/digital marketing.
• Direct experience in driving digital growth in customer service, CRM, marketing is a plus.
• You can talk with different teams, understand technical aspect as well to provide seamless handover to implementation teams.
• You understand Agile methodologies and concepts.
• Ability to operate effectively in a fast-paced environment with competing and shifting priorities.
• You are continually learning and challenging yourself about new technologies and use cases from different industries.
• You take a proactive and creative approach to attend to clients' needs. 
• Solid organizational skills including attention to detail and patience.
• Critical thinking and problem-solving skills.
• You speak English fluently and can communicate with clients, partners and colleagues alike.
• You have excellent written and verbal communication skills.

Additional Information

Why our employees choose us (and stay)?

• Never a dull moment – We work with powerful companies with a strong impact, which pushes us to work on the highest possible level. Work on uncharted challenges and push boundaries on a daily basis.
• Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
• Learn as you grow – Starting from the Academy as an onboarding program to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
• Connect globally – Work with people from different countries, participate in the biggest IT and Telecom events, join us in our Summer Connect conference in Croatia. We put the “global” in globalization.
• Compensation & Benefits – Competitive salary, travel allowance, expatriate compensation packages for your business trips, rewards and holiday bonuses, a team taking care of all the equipment you need, team buildings and other organized activities, the company library, organized sports, kitchen stocked with the usual suspects... Talk about a balanced lifestyle!