Head of Customer Experience in telecom

Описание:

The employer is a major mobile operator operating in a high-growth emerging market.

Задачи:

• Define and drive the CX strategy across the entire customer lifecycle
• Own priority customer journeys and ensure cross-functional accountability
• Challenge product, digital, and process changes through a customer lens
• Use NPS, tNPS, VOC, CSI, and CJM audits to demand corrective actions
• Lead CX governance, including the CX Council, VOC, and Journey Governance
• Escalate risks to the Executive Committee and Board
• Influence without direct authority, build a customer-centric culture, and turn insights into measurable improvements in loyalty and customer effort.

Требования:

• 10+ Years in CX, customer operations, or digital roles
• Experience ideally in telecom or a fast-paced digital business such as banking or FinTech
• Deep expertise in journey mapping, VOC, NPS, and CX governance
• Strong stakeholder management at C-level and board level
• A track record of driving systemic change across functions.

Условия:

No conditions specified