Executive Product Experience and Service Standardization

Department & Function: Customer Experience Management

Position: Executive Product Experience and Service Standardization

Location: Islamabad

Reporting to: Assistant Manager Product Experience & Service Standardization

Job Type: Permanent

Job Purpose:

• Executive Product Experience & Service Standardization will play a critical role in assessing, monitoring and evaluating all products (Current & New) to ensure seamless service delivery and delightful customer experience.
• In this role, selected candidate is expected to collaborate with relevant departments especially Marketing, GCSS and LDI & IB for establishing service standards for every product/range of products, evaluating product performance from customer perspective and ensuring consistent & exceptional service across all products.
• This role will also ensure that customer-facing teams adhere to a high level of service excellence, foster collaboration between departments and continuously improve CX across all products & touchpoints.
• Candidate should possess a strong understanding of industry best practices for channel management, commercial business, corporate sales, customer servicing model, efficient complaint handling, new service modeling and performance evaluation model to ensure accurate assessment and evaluation of customer experience.

Job Responsibilities:

• Implement frameworks to assess product readiness for after-sales service. Also define and implement product quality standards to ensure consistency and reliability
• Collaborate with product departments to integrate customer feedback into product improvement and establish service standards for different products to enhance customer satisfaction
• Collaborate with product development teams to conduct pre-launch serviceability assessments, monitor and improve service quality across all product categories
• Evaluate product communication, user specific documentation and service documentation for accuracy, clarity and customer-centric content. Also lead in optimizing and enhancing processes for different products, ensuring efficiency
• Analyze customer satisfaction trends and CSI/CX performance data to identify pain points and opportunities for improvement
• Conduct root cause analysis of customer complaints related to product and services to recommend actionable solution
• Collaborate with Commercial Departments (e.g. Marketing, S&D, GCSS and LDI & IB) to highlight customer experience fractures and aid in implementing action plans that address these challenges and enhance Customer Experience. Also support new business initiatives by aligning service and product standards with market needs
• Monitor and evaluate Service Channels for efficiency, compliance and customer experience and satisfaction
• Ensure that customer complaints are handled effectively and efficiently, in line with company policies and industry best practices
• Stay up to date with the latest industry trends and best practices in product quality and experience management and incorporating new methods to measure customer satisfaction
• Provide insights and recommendations on emerging trends and services that could enhance product performance and customer engagement.
• Cross-Functional Collaboration- Serve as a liaison between Customer Experience Management and Product Teams especially Marketing, S&D, GCSS and LDI & IB to ensure a unified approach towards improving customer satisfaction Participate in customer experience reviews and provide actionable feedback to influence service delivery improvements

Eligibility Criteria (Education, Knowledge, Experience and Skills):

Education:

• Bachelor's degree in Business Administration or related field. MBA/Master's degree is a plus

Work Experience:

• Minimum 2-3 years of experience in frontend, commercial, technical or related domains

Skills – Generic:

• Strong attention to detail
• Time Management
• Interpersonal skills
• Presentation & Analytical Skills

Skills – Job Specific:

• Experience in customer care, complaint handling and process optimization
• Proven track record in analyzing customer feedback, network performance, and implementing effective action plans
• Familiarity with industry standards for network quality, service level agreements (SLAs), and customer support processes
• Excellent verbal and written communication skills, with the ability to communicate complex technical information to non-technical stakeholders
• Strong presentation and report-writing skills to convey customer experience insights to senior management
• Strong analytical skills with the ability to interpret complex data and develop actionable insights
• Demonstrated ability to work cross-functionally with technical and non-technical teams