Head of Digital & Customer Experience

Job Purpose

The Head of Digital & Customer Experience is responsible for leading the company’s digital transformation and end-to-end customer experience strategy. This role ensures that all digital platforms, channels, and customer journeys are designed to deliver a seamless, consistent, and superior experience across B2C and B2B telecom services. Reporting directly to the CEO, this position plays a critical role in driving customer satisfaction, loyalty, revenue growth, and operational efficiency through digital innovation and data-driven experience management.

Key Responsibilities

Digital Strategy & Transformation

• Develop and execute the company’s digital roadmap aligned with corporate strategy and CEO priorities.
• Lead the transformation of customer-facing digital platforms (mobile apps, portals, websites, CRM, self-care, chatbots, etc.).
• Ensure digital solutions support telecom services such as connectivity, cloud, ICT, cybersecurity, and managed services.
• Drive automation, AI, and data-driven initiatives to improve customer interactions and internal efficiency.

Customer Experience Leadership

• Own the end-to-end customer journey across all touchpoints (sales, onboarding, service, billing, support, retention).
• Define and implement CX standards, frameworks, and KPIs (NPS, CSAT, churn, digital adoption, etc.).
• Identify customer pain points and lead cross-functional initiatives to improve satisfaction and loyalty.
• Ensure consistency of experience across retail, call centers, digital channels, and enterprise account management.

Data, Insights & Performance

• Establish dashboards and analytics for digital performance and customer experience.
• Use customer data, behavior, and feedback to drive continuous improvement.
• Present CX and digital performance reports to the CEO and executive management.

Stakeholder & Cross-Functional Leadership

• Work closely with IT, Network, Marketing, Sales, Finance, and Operations to align digital and CX initiatives.
• Lead vendors, system integrators, and technology partners delivering digital platforms and CX tools.
• Act as the main CX and Digital advisor to the CEO and leadership team.

Governance, Risk & Compliance

• Ensure all digital and customer platforms comply with telecom regulations, data privacy, and cybersecurity standards.
• Manage digital transformation budgets, timelines, and vendor contracts.

Key Requirements

• Bachelor’s degree in Business, IT, Engineering, or related field (Master’s is preferred).
• Minimum 10–15 years of experience in digital transformation, customer experience, or IT-enabled business transformation.
• Strong background in telecom, ICT, or technology-driven service organizations .
• Proven experience leading large-scale digital platforms (CRM, self-care, omni-channel, mobile apps, data platforms).
• Solid understanding of telecom customer journeys (B2C & B2B), service assurance, and billing systems.