Customer Experience Manager at AirtelTigo

About The Job
Position 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 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 Indicator:

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

Required Qualification and 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 performance of tasks, including time management skills.