Applications are invited from suitably qualified persons to fill the position of Senior Manager User Experience to be attached to our Home Solutions and Fixed Networks.
· Bachelor’s degree in Marketing or related field
· 2+ years’ experience in a customer centric role
· Extensive experience in gathering and interpreting customer experience information.
· Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization
· Strong empathetic or problem solving skills
· Strong analytical skills
· Strong leadership skills
· Excellent verbal and written communication skills
· Proactive and reliable disposition
· Ability to deal with extreme ambiguity and rapidly changing environments; Able to pivot readily and react to real-time data.
· Ability to multi-task and work well within a dynamic, fast-paced organization.
· Excellent organizational skills
· Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
· Proficiency in customer relationship management software.
· Strategizing, designing and implementing initiatives to improve customer satisfaction
· Ensuring and implementing customer loyalty programs
· Driving a customer-centric culture throughout the organization
· Responsible for all retention efforts to ensure churn rates are kept low or within industry standards
· Develop and implement CX strategies
· Analyze customer feedback and data
· Lead the cross functional teams toward customer service quality assurance
· Overseeing and improving customer service operations
· Improving customer satisfaction metrics
· Collaborate with other departments to ensure a cohesive customer experience across all touchpoints
· Develop and manage key performance indicators to measure the success of customer experience initiatives and provide regular reports to senior management
· Stay up-to-date with industry trends, best practices and technologies related to customer experience management
· Conduct market research to identify emerging trends
· Training and mentoring junior CX team members
· Liasing with vendors or technology partners to implement CX solutions
· Participating in events and conferences to stay updated on best practices
· Collaborating with marketing teams on customer communication strategies