Head of Customer Experience

Job Description

Title: Head of Customer Experience

Company Name: Banglalink

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ BBA / Bachelor's degree required; Masters preferred

Experience Requirements:
∎ 10 to 15 year(s)

Job Responsibilities:
∎ Develop and lead customer experience strategy for banglalink in alignment with company strategy of being the customer champion in the industry
∎ Ensure the strategy is clearly understood by all employees & disseminate strategy in a simplified manner to strengthen the "customer obsession" value
∎ Work to set KPIs / targets on customer experience across the organization and ensure these KPIs are monitored and achieved across various verticals of the company
∎ Design and develop plans for various employee engagement programs to ensure customer centricity becomes part of the company culture measured by e-NPS
∎ Develop & manage the customer policy manual & responsible for releasing the updated version as & when needed in alignment with Group Customer Policy
∎ Accountable for the key customer experience target of the company - NPS / CSAT / CES and propose Leadership and Extended Leadership team with most appropriate recommendations to deliver on these KPIs
∎ Own and drive organization's Customer Experience related transformation programs
∎ Lead to ensure customer voice and pain points are heard across organization and actions are taken based on those voices
∎ Ensure right governance that enables a culture of constant improvements based on customer feedback and analytics in all customer touchpoints
∎ Plan and lead necessary changes in E2E value chains to drastically simplify key customer journeys for product, service, channels, communication, etc.
∎ Establish team level collaboration with all internal stakeholders so that smooth operation and quality control of the simplified customer processes are maintained
∎ Be the anchor point in Experience & Service Department for the necessary change management required to become the preferred Digital Operator of the country
∎ Explore different digital journeys for product, service and promotion and recommend on enhancing digital capabilities to enable customers with most convenient self-care
∎ Responsible for service quality and assure service excellence from different customer touch points (e.g. Self Care, IVR, USSD, Contact Center, Monobrand, BSP etc.)
∎ Build a customer obsessed team (frontliners/ customer service representatives) who always put customer first and there is zero complaint against customer service (CACS)

Additional Requirements:
∎ Academic Qualification- BBA / Bachelor's degree required; Masters preferred
∎ Job Experience Required- 10+ years of experience (including 4-5 years' experience in managerial positions) in relevant fields preferably in telecom industry
∎ Required Capabilities- Demonstrated ability to formulate and execute business strategy to meet the strategic needs of an organization as a P&L leader of any discipline
∎ Extensive experience in cross-functional collaboration to define and optimize processes, value chain, customer journeys with proven effect realizations
∎ Analytical and critical thinker that is data driven. Turns data into action, uses strong project management skills to drive the continuous business performance improvement
∎ Experience or examples of applying customer research, insights, and analysis to large scale change management projects preferably in similar field / industry
∎ Well versed in digital technologies, adopting new technologies and maximizing their impact on the customer experience and change management
∎ Understanding and preferably certifications in UX / UI designing, Design Thinking & various user experience testing / UAT procedures
∎ Knowledge / experience on CVM activities, personalized & contextual marketing practices in Telecom, FMCG and / or similar industry
∎ Aptitude for learning new technology, advance tools for continuously seeking opportunity to better the customer experience by applying those learning
∎ Sound knowledge on NPS, CSAT and/or other satisfaction measurement practices
∎ Person with disability are encouraged to apply

Salary: (Monthly)

Compensation & Other Benefits:
∎ As per Company Policy

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 28 Nov 2023

Company Information:
∎ 15 Nov 2023
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication

Category: Marketing/Sales


Source: bdjobs.com

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