Описание: The employer is a major mobile operator operating in a high-growth emerging market.
Задачи: Define and drive the CX strategy across the entire customer lifecycle
Own priority customer journeys and ensure cross-functional accountability
Challenge product, digital, and process changes through a customer lens
Use NPS, tNPS, VOC, CSI, and CJM audits to demand corrective actions
Lead CX governance, including the CX Council, VOC, and Journey Governance
Escalate risks to the Executive Committee and Board
Influence without direct authority, build a customer-centric culture, and turn insights into measurable improvements in loyalty and customer effort.
Требования: 10+ Years in CX, customer operations, or digital roles
Experience ideally in telecom or a fast-paced digital business such as banking or FinTech
Deep expertise in journey mapping, VOC, NPS, and CX governance
Strong stakeholder management at C-level and board level
A track record of driving systemic change across functions.
Условия: No conditions specified
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