Manager Customer Experience (Digital) Mass Market Segment

Please review the key accountabilities below before applying. As part of your application, you will be invited to complete a competency-based chat interview with our assessment partner, Sapia. Please allow enough time to complete it, as only applications with a completed chat interview will be considered for the next stage

A. Digitization and Customer Journey Management

1. Drive digital adoption across the Mass Segment, with a focus on app and online penetration, digital recharge, e-shop performance and digital self-service.
2. Design customer journeys for new propositions, campaigns and services, bringing the customer perspective into ideation, development, launch and post-launch improvement.
3. Continuously improve existing customer journeys across digital and assisted touchpoints, using customer feedback and performance data to identify and remove friction.
4. Own the Mass Segment CX and digitization roadmap, setting priorities and driving key initiatives through to delivery in coordination with Digital, Technology, Channels, Customer Care and other relevant teams.
5. Set and maintain customer-experience standards across channels, including Level 1 journey designs, CE guidelines within the PLM process, clear channel responsibilities and review of delivery against the agreed design.

B. NPS, CSAT and Voice of Customer

1. Own NPS and CSAT performance for the Mass Segment, including performance tracking, driver analysis, target delivery and reporting of progress and risks.
2. Turn customer feedback into clear improvement actions, using NPS, transactional NPS, CSAT, complaints, trouble tickets, research and other customer inputs.
3. Monitor the customer experience after launch, identifying recurring issues and coordinating corrective actions across propositions, campaigns and journeys.
4. Drive NPS and CSAT improvement plans through to closure, aligning owners and timelines, resolving dependencies and checking whether completed actions have improved the customer experience.
5. Bring customer evidence into business decisions, challenging teams where necessary and ensuring that customer needs are considered alongside commercial and operational requirements.

Minimum Education Qualification

• Minimum bachelor’s degree in marketing, Business administration or Telecom Engineering or any other relevant degree

Minimum Experience

• Minimum 7 years of experience with at least 5 years in a Marketing/Experience role preferably in the Telecom industry.
• Experience in designing CE for consumer customers
• at least 5 years of line management or project management experience engaged with Customer Experience themes.