Customer Experience Manager

Job Description

• Responsible for overseeing the overall experience that customers have with E& focusing on improving: -Customer satisfaction -Loyalty -Retention By implementing strategies and initiatives that enhance the customer journey across all customer interactions starting with: -Customer Consideration -Customer On Boarding -Customer life cycle Journey
• Leading and supervising the execution of the customer experience strategy (segments section) to achieve E& strategic objective mainly of being number one in TRIM and NPS
• Conducting customer research and gathering feedback to understand customer needs and preferences.
• Analyzing customer data and metrics to identify trends and areas for improvement
• Collaborating with cross-functional teams to ensure a consistent and seamless customer experience across all touchpoints (Customer Care Call Centre – Customer care Social Media – Retail – Digital - IT)
• Create related settings and definitions for the customer interactions (user interfaces, user experience; notifications; scripts guidelines across all communication channels.
• Measuring and reporting on key performance indicators related to customer satisfaction and loyalty
• Managing and enhancing all Channels (OMNI Channels) throughout customers’ journey.
• Drive new strategic initiatives across all channels aiming to leverage and enhance E& channel experience to its best •Manage Experience budget in a way that has a direct positive ROI impact via CX propositions.
• Continuously improving processes and systems to enhance the overall customer experience
• Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).
• Leading four main functions and key responsibilities 1. Product Excellence Program A) Feeders Engine Ensure the proper establishment and continuous expansion for the customer voice feeders and listeners, this includes: - Touch Points Visits Obtaining real customer pulse related to their interactions with the touch points covering all interaction types (Inquiries – Requests – Complaints) –
• Recorded Calls On Going hands on customer calls across all platforms and covering various call reasons ensuring the proper understanding of the customer needs and spotting the gaps / opportunities for enhancement.
• Focus Groups Planning the Customer Experience focus groups with a drill down approach measuring product specifics to identify the pain areas and potential risks that requires resolution
• Customer Verbatim Continuously analyze customer verbatim from all sources to detect customer pains and assess possible areas of improvement:

- TRIM - NPS - Digital Tracker - Focus Groups - Retail Tracker - Call Center Tracker - Detractors

• Product Confidence Test Ongoing live health checks across all product journey aspects to assess the customer experience across each and every event pulling the trigger for the possible enhancements and gaps identification
• Product Benchmarking Planning the comparative analysis roadmap ensuring obtaining the necessary readings and market landscape on a periodical basis
• Product Manual Establishing and maintaining a sustainable Product Manual including all product stages from the onboarding stage ending with the Retention stage. Ensuring periodical updates for the manual based on the product evolution and new features introduced in the market
• Product Enhancements On Going enhancement track across all product aspects - Product notifications content - Product Notifications Sender names - Product transactions technical flows
• Digital enhancements Leading four main functions and key responsibilities 1. Product Excellence Program A) Feeders Engine Ensure the proper establishment and continuous expansion for the customer voice feeders and listeners, this includes:
• Touch Points Visits Obtaining real customer pulse related to their interactions with the touch points covering all interaction types (Inquiries – Requests – Complaints)
• Recorded Calls On Going hands on customer calls across all platforms and covering various call reasons ensuring the proper understanding of the customer needs and spotting the gaps / opportunities for enhancement. - Focus Groups Planning the Customer Experience focus groups with a drill down approach measuring product specifics to identify the pain areas and potential risks that requires resolution
• Product Manual Establishing and maintaining a sustainable Product Manual including all product stages from the onboarding stage ending with the Retention stage. Ensuring periodical updates for the manual based on the product evolution and new features introduced in the market
• Product Enhancements On Going enhancement track across all product aspects - Product notifications content
• Product Notifications Sender names - Product transactions technical flows - Digital enhancements
• Touch Points Program Ensuring seamless experience across all touch points Customer Care Tracking and Monitoring the all interactions (Inquiries – Requests – Complaints) per platform and designing the customer empowerment tactical plan ensuring hitting a double edged objective
• Customer empowerment through E& self-service platform Retail Ensuring all critical transactions are performed properly with the best in class experience Digital Designing the customer handling flow and the optimum experience for the digital chat bot and ending with the TNPS reading Chatbots Designing the end to end experience addressing the customer conversations and ending with the TNPS reading Customer Delight Program
• A) Bulk Compensation Ensure a proper end to end cycle for the system outages compensating the impacted customers keeping E& customers delighted at all times
• B) Frontline Compensation Designing the front liners compensation matrix empowering agents to delight and compensate the individual cases using a wide portfolio of gifts segmented based on the customer profile and type of complain
• Transactional Satisfaction Product Journey Define and Develop the transactional satisfaction program that will accurately assess the customer satisfaction reading during specific journey events enabling the action-ability part after spotting on the exact pain area.
• Create and sustain and the IVR recordings library whereby the planned transactions / events that needs to be assessed are already recorded and uploaded on the survey tool to be ready for use once needed
• Touch Points Overseeing the Touch Points satisfaction scores focusing on the TNPS score along with developing on ground tactics to improve the TNPS score
• Overall Customer Satisfaction Developing the tactical plans based on the TRIM and NPS scores for improvement and leading the market
• Functional Satisfaction Developing the tactical plans on the platform level based on the TRIM and NPS scores for improvement and reaching an upward trend month over month
• Leadership and management
• Setting a clear performance objective with the team and monitoring their performance versus the KPIs and objectives
• Managing and developing associates capabilities and performance through supporting for the day to day activities and continues feedback
• Practice and apply continuous positive coaching with clear timely and action plans
• Drive team development plan in-line with team needed set of skills and job objectives to be fulfilled.

Qualifications – External

•5-7 YOE in Customer Experience

Bachelor Degree in any related discipline.

•Telecom experience is must.

•Excellent analytical skills

•Deep understanding telecom operations and awareness of the different departments and their interactions.

•Excellent communication skills and ability to communicate persuasively and effectively in verbal and written communication.

•Ability to work as part of a multi-disciplinary team where organization, prioritization and sound judgment skill are essential.

•Advanced presentation & Negotiations skills. •Design Thinking background

•Strategic thinking and foresight •Interpersonal, networking and influencing skills

•Problem solving and analytical skills •Data driven mind-set and an aptitude for technology

•Fast action and agility