Customer Experience Manager
Job Description
The successful candidate will work in the network department as a manager for Customer Experience. (S)He will be accountable to the Head of Quality and will spearhead the transformation to Customer Experience within Technology and drive Customer Centric Organization. The Customer Experience Manager will also ensure the voice of the customer is heard and included in decision making through development of the VoC program company wide, to develop and publish Customer Experience Indicators with relevant Business recommendations and manage customer complaints. Key Responsibilities Drive a Customer Centric Organization Planning and implementing the transformation programs to move Technology towards Customer Centricity Process documentation of Best Practices related to Customer Complaint Handling
Requirement(s)
Bachelor’s Degree (or equivalent) in Telecommunication Engineering or in Computer Science or related fields (System Engineer, IS Engineer, Information Systems Engineer, IT Engineer, Network Systems Engineer) 5+ years’ experience in Network Performance and Telecommunications networks, minimum 2G/3G/LTE Minimum of 2 years’ experience in International/National Roaming Experience in Business Processes for Telcos (eTOM Model preferably) Management or Project Management Degree is an Added value.
