Customer Experience Manager
Job Description
Title: Customer Experience Manager
Company Name: Banglalink
Vacancy: 1
Location: Dhaka
Experience:
∎ 5 to 8 years
Published: 23 May 2024
Education:
∎ BBA/MBA/Masters in any discipline
Requirements:
Additional Requirements:
∎ Person with disability are encouraged to apply
∎ Professional certification on required experience will be an added advantage
∎ Experience- 5+ years of experience in relevant experience preferably in telecom industry
∎ Having on hand expertise on UX-UI -
∎ Experience on digital customer journey design & improvements Required Capabilities- Understanding of customer journey mapping & user experience testing procedure in digital footprints
∎ Strong knowledge on UX & UI and self-service design for digital touch points (e.g. App, web, OTT etc.)
∎ Knowledge on CVM activities, latest initiatives, contextual marketing, self-care services
∎ Good knowledge on AI/ML BOT capabilities enhancement considering future business focus
∎ Customer obsessed with full dedication to improve process by innovation and eliminate defects
∎ Full understanding of customer journey mapping & user experience testing procedure
∎ Good knowledge on system capability enhancement considering future business focus
∎ Sound knowledge on NPS and customer satisfaction measurement KPIs
∎ Strong understanding of project management concepts, with focus on planning, progress tracking & communication/reporting
∎ Ability to prioritize and focus delivery group on the tasks at hand
∎ Excellent verbal and written communication skills and able to communicate up and across the organization working with senior staff members and front-line employees.
∎ Proven ability to perform well under pressure and highly self-motivated
∎ Knowledge on telecom technology
Responsibilities & Context:
∎ Collect customer pain points by testing products, communication, conduct surveys & coordinate with customer facing units (Contact Center, Customer Care) to gather information
∎ Explore & recommend existing/new system capabilities considering future business focus (e.g. AI/ML enabled bot, digitize self-service etc.)
∎ Bring improvement and innovative solution in digital touch points to resolve customer pain points
∎ Support Head of Customer Journey & Experience to work with executive members to forge understanding of commercial decisions/impacts at stake.
∎ Conduct studies and research to discover new techniques necessary for improving customer experience
∎ Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in designing efficient customer lifecycle
∎ Planning system capability enhancement considering future business focus
∎ Lead the initiatives to grow traffic to digital touchpoints
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∎ Education & Certification- BBA/MBA/Masters in any discipline
Compensation & Other Benefits:
Employment Status: Full Time
Job Location: Dhaka
Apply URL::
Apply Procedure:
Company Information:
∎ Banglalink
∎ Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Wireless Telecommunication
Address::
∎ Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Wireless Telecommunication
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 30 May 2024
Category: IT/Telecommunication
