Customer Experience Manager - AirtelTigo

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Customer Experience Manager - AirtelTigo

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Job Summary

  • 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 the 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



Customer Experience Indicators & Measurements

  • Verify and publish Customer Experience Indicators with relevant Business recommendations.
  • Develop and Implement E2E Customer Experience Measurements
  • Develop & maintain the Customer Experience roadmap per insights from all Customer Touchpoints.
  • Supervision and definition of perception measurements, track periodic Customer Surveys and QoE/QoS translation into Technology.
  • Own Customer Experience Management Tools

Management of Customer Experience

  • Ensure the Voice of the Customer is heard and included in decision making through the development of the VoC Program
  • Provide Customer visibility across all Touchpoints (Voice/Data/MFS/B2B) through analysis of complaints received and the RCAs.
  • Initiate the required projects to solve dominant problems per complaints received to ensure continuous improvement of customer experience of the network.
  • Enforce SLAs related to Customer Complaints Handling & Resolution
  • Correlate CEIs and customer complaints to network KPIs and vice versa to detect and fix customer experience issues.
  • Prepare Management Information & Reports both regular and adhoc.
  • Track with roaming service integration, support roaming complaints resolution alongside the Core and CBS Teams


  • Customer Experience Indicators
  • Customer Perception Indicators
  • Managed Services CEM SLAs

Qualification Required & Experience

  • 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.




  • Developed communication and negotiation skills.
  • Management and leadership
  • Set and manage priorities.
  • Ability to achieve results through others.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Successfully presents technical information.
  • Ability to make effective and persuasive presentations to senior management.
  • Superior analytical and problem-solving abilities.
  • Ability to work under pressure and time constraints.
  • Ability to work effectively with a wide range of cultures in a diverse community.
  • Maintaining up-to-date knowledge of technological advances
  • Exceptional service and results orientation
  • Excellent self-organization and self-direction in the performance of tasks, including time management skills.

Location: Accra

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