Senior Manager Customer Experience

2 days ago

Islamabad, Islamabad, Pakistan Zong CMPak Ltd Full time

Job Title: Senior Manager Customer Experience & Research

Department: Customer Experience Management

Location: Islamabad

Reports To: Deputy Director Customer Experience Management

Job Purpose:

  • Senior Manager Customer Experience & Research will be responsible for monitoring, evaluating and enhancing customer satisfaction across the organization's voice and data business. This role will also oversee assessment and evaluation of physical channel (Customer Service Centers, Franchise and Retail), conduct in-depth service and experience assessment for digital channel primarily MyZong App, Social Apps and Zong's official webpage.
  • This role will be responsible for conducting customer satisfaction researches across all channels and services to ensure consistent and high-quality service delivery to customer. Selected candidate will also lead the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) research initiatives to generate actionable insights that drive continuous improvement in customer experience.

Key Responsibilities:

Customer Satisfaction Monitoring & Review

  • Develop and implement frameworks to monitor customer satisfaction across all voice and data services
  • Analyze performance, customer feedback and service metrics of key service channels to identify experience fractures and highlight improvement opportunities
  • Collaborate with stakeholders to design and enhance customer journey maps
  • Oversee improvement plans and follow-up on respective department's action items/plan

Physical Channel Inspection & Evaluation

  • Design and execute physical channel evaluation program to assess the quality-of-service delivery across retail outlets, franchises and service centers
  • Develop performance scorecards and KPIs for physical channels
  • Conduct regular inspections, audits and mystery shopping activities to ensure service quality compliance
  • Provide actionable recommendations to improve customer experience in physical channels

Digital Channel Assessment

  • Evaluate customer interactions across digital channels including websites, mobile apps, social media and self-service portals
  • Define digital experience performance metrics and benchmarks
  • Collaborate with teams to improve the user experience of digital platforms
  • Leverage data analytics to identify trends and optimize digital customer journeys

Research & Customer Insights

  • Design and implement Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) research methodologies
  • Conduct customer surveys, focus groups and interviews to capture customer sentiment
  • Analyze survey data and provide actionable insights
  • Benchmark customer experience performance against industry standards

Qualifications and Experience

  • Bachelor's degree in Business Administration, Marketing, Research or a related field. Master's degree is a plus.
  • Minimum of 4-5 years of experience in customer care/experience management, channel/market research or planning
  • Proven track record in managing customer satisfaction and research programs
  • Experience with customer experience tools, research methodologies and survey platforms
  • Strong data analysis skills and proficiency in statistical models
  • Knowledge of voice and data business within telecommunications is highly preferred.

Key Competencies

  • Customer-centric mindset
  • Analytical thinking and problem-solving
  • Communication and presentation skills
  • Project management
  • Collaboration and teamwork
  • Attention to detail
  • Ability to influence and negotiate
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