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Digital Customer Experience Specialist (maternity cover)

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Date: 13-Jan-2021

Location: Sofia, BG

Company: PPF Telecom

Telenor is a leading telecommunication services provider with more than 3 million active users in Bulgaria. As of August 2018, Telenor Bulgaria become part of PPF Group. 
PPF Group invests into multiple market segments such as banking and financial services, mechanical engineering, telecommunications, biotechnology, insurance, real estate, and agriculture.

In Telenor, we believe that the successful social strategy of each company begins with responsibility for the people, who build its success and its good name. Care and recognition for the employees are the main factors for the growth of our company. For this reason, we provide our staff with the best working conditions to enable them to develop their professional and personal skills.


Role Overview:


The Digital Channels Team as part of Digital Engagement Division is connecting customers with Telenor’s products & services within the digital world. The team is responsible for planning, designing, implementing and maintaining the overall UX across Web and Mobile app platforms.
Currently we are looking for a new team member who will be part of the existing journey of further development of our MyTelenor mobile app, available in Android and iOS App stores.

Main responsibilities
•    Leads/participates in projects for delivery on the MyTelenor app roadmap, drive cross functional teams (internal and external) for implementing new Digital Customer Journeys and optimizing existing ones
•    Defines UX/UI for new functionalities implementation in MyTelenor app by Wireframing and Prototyping desired intuitive digital flows
•    Leads the process of gathering and preparation of business requirements and functional specifications based on customers’ insights and business needs 
•    Creates and keeps up-to-date back-log for MyTelenor app and participates in features prioritization & roadmap creation processes
•    Manages MyTelenor app new releases and plan corresponding roll-out activities in Android & iOS App stores
•    Plans and executes marketing and in-app push campaigns for promoting MyTelenor app services
•    Monitors and analyzes MyTelenor App KPIs on daily, weekly & monthly bases and provides suggestions for improvement
•    Stays on top of the latest mobile app design, mobile standards and customers engagement trends


•    University degree in Telecommunications, IT, Marketing, Economy or related
•    Experience in preparing business requirements in form of use cases, user stories, acceptance criteria, etc.
•    Good understanding of UX design for Mobile App & Web
•    Understanding of Mobile apps development concept (Roles of Front-end & Back-end layers, etc.)
•    Hands-on experience in release process in Android & iOS App stores 
•    Past experience as Product owner, Mobile App/Web portal manager, e-Commerce manager is an advantage
•    Knowledge in relevant software tools (MS Office, Adobe Photoshop, Wireframing & Bugs reporting tools)  is an advantage
•    Strong analytical thinking & ability to recognize edge and corner cases
•    Self-driven and proactive approach in the daily work, aiming to drive the tasks towards their successful implementation
•    Presentation skills with ability to communicate with different part of the organization (business, engineering, marketing)
•    Highly creative and innovative; cooperative and team player
•    Fluent English


Our offer:

  • Positive workplace culture where you would receive all the support you need from your peers and managers in order to achieve your personal and team goals
  • Annual bonus based on your personal performance
  • Preferential prices for mobile devices and accessories
  • Unlimited mobile services and mobile internet
  • Flexible working hours
  • Monthly food and gift vouchers
  • Transportation allowance
  • Additional health insurance



Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality and in compliance with applicable law regarding personal data protections.