About the Role
This position is centered on enhancing digital adoption and customer journey management for the Mass Segment. The role involves designing customer journeys, continuously improving existing pathways, and owning the customer experience and digitization roadmap. It necessitates a hands-on approach, involving collaboration with various teams such as Digital, Technology, and Customer Care, to prioritize and deliver key initiatives.
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Key Responsibilities
A. Digitization and Customer Journey Management
- Drive digital adoption across the Mass Segment, focusing on app and online penetration, digital recharge, e-shop performance, and digital self-service.
- Design customer journeys for new propositions, campaigns, and services, incorporating the customer perspective in ideation, development, launch, and post-launch improvement.
- Continuously improve existing customer journeys across digital and assisted touchpoints, utilizing customer feedback and performance data to identify and eliminate friction points.
- Own the Mass Segment CX and digitization roadmap, setting priorities and driving key initiatives to delivery in collaboration with relevant teams.
- Set and maintain customer-experience standards across channels, which includes Level 1 journey designs, customer experience guidelines within the Product Lifecycle Management (PLM) process, and clear channel responsibilities.
B. NPS, CSAT and Voice of Customer
- Own the Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) performance for the Mass Segment, including tracking performance, analyzing drivers, setting targets, and reporting progress and risks.
- Transform customer feedback into actionable improvement plans, utilizing various data sources such as NPS, CSAT, complaints, and research.
- Monitor customer experience following launches to identify recurring issues and coordinate corrective action across various propositions and campaigns.
- Drive NPS and CSAT improvement plans to completion, aligning stakeholders and timelines, resolving dependencies, and verifying whether implemented actions enhance the customer experience.
- Integrate customer evidence into business decision-making, ensuring customer needs are prioritized alongside commercial and operational factors.
Minimum Education Qualification
- Bachelor's degree in Marketing, Business Administration, Telecom Engineering, or a relevant field.
Minimum Experience
- At least 7 years of experience, with a minimum of 5 years in a Marketing/Experience role, preferably within the Telecom industry.
- Experience in designing customer experiences for consumer customers.
- Minimum of 5 years in line management or project management roles focusing on Customer Experience themes.
