
Customer Experience Management Specialist
12 hours ago
As a Customer Experience Management Specialist, you will play a vital role in driving initiatives that monitor and evaluate customer satisfaction across various channels. The successful candidate will be responsible for overseeing end-to-end customer experience management activities, ensuring seamless and consistent experiences across all touchpoints.
Key Responsibilities
- Oversee the development and implementation of strategies to enhance Customer Satisfaction and Net Promoter Score (NPS).
- Conduct regular assessments and evaluations of physical service channels, including Customer Service Centers (CSCs), Franchises, and Retail outlets, to maintain high service standards and brand guidelines.
- Lead audits and journey mapping for digital platforms, such as My Zong App, Zong's Official Website, and social media touchpoints, to identify areas for improvement and recommend optimizations.
- Collaborate with cross-functional teams to develop training programs and toolkits for front-line staff and channel partners to promote best practices in customer interaction.
- Monitor customer interaction trends and benchmark against industry best practices to suggest innovative solutions that elevate the customer journey.
- Prepare performance reports for senior management, highlighting key findings, trends, and improvement actions.
- Serve as a liaison between cross-functional teams to ensure customer feedback is embedded into service design and delivery processes.
Requirements
- Bachelor's degree in Business Administration, Marketing, Research, or a related field; a Master's degree is highly valued.
- A minimum of 4-5 years of experience in customer care/experience management, channel/market research, or planning.
Skillset
- Critical thinking and problem-solving skills.
- Excellent communication and presentation skills.
- Project management expertise.
- Able to collaborate and work effectively with cross-functional teams.
- Influencing and negotiation skills.
- Proven track record in managing customer satisfaction and research programs.
- Experience with customer experience tools, research methodologies, and survey platforms.
- Data analysis skills and proficiency in statistical models.
- Familiarity with the telecommunications industry is preferred.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Marketing
Industries: Telecommunications
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