• Own Customer Experience throughout customer lifecycle and represent customer’s interest across departments.
• Identify customer journeys and related metrics for improvement of customer experience.
• Lead development of Customer Experience measurement, as well as CEX performance metrics and targets, enabled through integrated CEX measurement tools e.g., NPS, TRI*M
• Design, develop and execute customer experience approaches across customer touchpoints.
• Ensure alignment with CEX strategies, procedures and measurement methodologies, e.g. service in shops, contact center, IVR, service via apps, catboats.
• Make listening to customers on top priority across the business
• Using customer feedback to develop an in-depth understanding of your customers
• Implement a system to help you collect feedback, analyze it, and act on it regularly.
• Identify growth opportunities and optimization areas focusing on enhancing customer experience throughout customer journeys.
• Provide direction and guidance for development of end-to-end Customer Experience programs and special projects to improve customer satisfaction and stickiness and subsequently drive an increase in revenue through improved customer retention and sales conversions.
• Define and drive improvements in customer journeys e.g., sales, Recharging, Billing, Activation, Deactivation etc., as well as review and report the impact of such initiatives.
• Identify areas that require network improvement to enhance customer experience, and work with the technology management to resolve identified network performance gaps.
• Coordinate with different functions (IT, Technology, Marketing, Operations, Sales etc.) for support to address any process gaps or revision of business processes and to develop new processes, in order to enhance customer experience across specific customer journeys.
• Liaise with all relevant departments/functions for improvement of customer experience and apprise the management on progress.
• Implementing of CHI program
• Develop and implement strategies to enhance customer satisfaction and loyalty through the CHI program
• Lead cross-functional teams to drive improvements in the App and digital experience, focusing on adoption rates and performance metrics
• Collaborate with internal stakeholders to identify opportunities for enhancing digital service transaction share
• Analyze customer feedback and data to identify trends and insights that inform decision-making
• Implement best practices and industry standards to ensure a seamless and user-friendly digital experience for customers
• Drive innovation in customer experience initiatives to stay ahead of market trends and competitors
