Project Coordinator, Customer Service

Luminor Group

. Drive performance and results in line with Luminor's values, strategic priorities, and customer service objectives .

Posted 10/14/2026full-timeVilnius • LithuaniaMid-LevelSenior💰 €2,880 - €4,320 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and operations management, with a focus on performance management, business transformation, and data-driven decision-making. Proficient in leading change initiatives and optimizing resources to enhance customer and employee experiences.

Highest-signal resume keywords

Customer Service ManagementOperations ManagementPerformance ManagementData AnalysisProject Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementBusiness TransformationChange ManagementProcess ImprovementResource OptimizationReportingAnalyticsGovernance FrameworksCapacity ManagementCustomer Experience Benchmarking

Soft Skills

Customer-Centric MindsetProblem-SolvingDecision-MakingEmployee MotivationCollaboration

Industry Keywords

BankingFinancial ServicesRegulated IndustriesContinuous ImprovementStakeholder Engagement

About the role

Key responsibilities & impact

Drive performance and results in line with Luminor's values, strategic priorities, and customer service objectives
Lead and support transformation, change, and continuous improvement initiatives
Manage outsourced service providers and ensure service quality, operational efficiency, and alignment with business and customer needs
Develop and maintain performance management, employee motivation, governance frameworks, policies, and best practices
Support workforce planning, capacity management, and resource optimization
Provide reporting, analytics, insights, and recommendations for operational and strategic decision-making
Benchmark customer service performance and best practices to improve customer and employee experience
Act as a key partner and subject matter expert for managers, Team Leaders, and cross-functional stakeholders
Represent the Customer Service Unit in projects and organizational initiatives
Perform other tasks assigned by the direct or functional manager

Requirements

What you’ll need

Proven experience in customer service and operations management, including performance management and business transformation within banking, financial services, or other regulated industries
Customer-centric mindset and passion for service excellence and business results
Strong analytical skills and ability to translate data into meaningful business actions
Strong problem-solving and decision-making skills
Experience leading projects, change initiatives, and process improvement activities
Higher education in Business Administration, Management, Economics, Finance, or a related field
Native Lithuanian and fluent English in spoken and written communication
Candidate primarily already located within the Baltics
CV in English and PDF format

Benefits

Comp & perks

Flexible working hours
Remote work and possibility to work from anywhere in the EU, Iceland, Switzerland and the UK for up to 90 days per year
International teams
Additional week of vacation after 1 year with the company
Additional days off for volunteering
30 fully paid calendar days for military training every year
Health insurance after the first 3 months in all three Baltic states
Health days in case of sickness without a doctor's note
Wellbeing tools and resources
Internal and external training programs, workshops, conferences, and online training