Customer Experience Manager - AirtelTigo

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

KEY PERFORMANCE INDICATORS

• 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.

CORE COMPETENCIES

• 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