Job Purpose
•Responsible for managing and driving the end to end Customer experience Journey within Etisalat across both Mobile commercial Segments. The Customer Experience program manager will be responsible for customer experience performance reviews, monitoring, observing, analyzing consumer understanding data related to the experience to drive core consumer insights for developing marketing and communication strategies. Also reviewing the different transactional KPIs’ related the different touch points; CC, retail, Network, USSD, SMSs, Digital and service availability that will highlight the customer pain points and the customer experience gaps in order to provide/recommend the needed fixes and monitor the execution and it Impact on CE. • As a change agent inside the organization, the Customer experience unit / function is expected for perform four specific functions: o Setting and Managing End to end customer experience achieving customer satisfaction KPIs & Target (TRI*M & NPS) : o Correlating all the surveys with internal KPIs and drive actionable inputs o Create a dashboard for understanding the CE performance and action planning across the different touch points o Proactively drive and act on fixing current experience pain across all products and services related to each segments o Define and analyze customer inquiries, requests and complains across channel, and come up with action plan to reduce customers’ efforts and pains o Create related set and definitions for the customer interactions (user interfaces, user experience; notifications; creating notifications, scripts guidelines across all communication channels. o Develop network experience enhancement propositions and compensation matrix per segment to ensure highest satisfaction. o Monitor and provision customer experience journey across all products and services in all experience phases (I Join, I Use, I inquire/request, I Complain, I Churn..etc.) o Test ET product & Service journey with comparative analysis with competition, and propose actionable enhancements. o Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI). o Leading, Managing and enhancing all Channels (OMNI Channels) throughout customers’ journey o Develop a unified experience across OMNI channels as per customer value o Drive new strategic initiatives across all channels aiming to leverage and enhance ET channel experience to its best. o Handle Experience budget in a way that has a direct positive ROI impact via CX propositions o Develop profitable propositions enhancing customer experience across all segments o Initiate tactical moves to has direct impact on customer NPS (i.e. drop calls, compensation matrixes..etc.
Report To Position Name
Strategy: •Support in designing the customer experience strategy through the initiation of a broad improvement program across the different touch points, while deciding on a structure ,priorities and inject the change agents; processes , enablers. This is a yearly exercise to discuss previous pains, analyze findings, design solutions, challenges, and develop yearly execution plan to each segment. •Reinforce strategies implementation in coordination with Commercial Departments & Corporate strategy teams to influence the organizational culture aiming for full customer experience platform engagement. This is throughout the assigned roll to commercial CX team in order to have a unified mind-set towards more customer centric products, services & handling processes. •Work in collaboration with the CE Manager/ CE owners in commercial, IT & Technical departments to define a customer experience strategy for Etisalat Misr that takes into consideration organizational complexities, processes and limitations. Via bi-weekly reviews with all CX stakeholders with the objective of aligning, review performance vs. CX related KPIs (TRI*M, Tracker, NPS and complains). Leading Execution Dynamics: •Leading the execution of the different customer experience initiatives & projects, by leading and influencing cross-functional teams to deliver these projects and initiatives to achieve the desired outcomes. Define, develop needed actions & projects (PDs) responding to both customers pains, complains and org. strategy, taking into consideration full alignment with department directors, heads and managers. •Leading the formalization and standardization of all Customer experience promise and build the delivery enablers and streamlining their interactions. Overlook various service channels (E-shop, Mobile app, IVR, Digital Channels, USSDs, SMSs) to simplify customers usability, responding to associated to services that directly suit each segment. •Managing the CE experience Steering Committee; providing the monthly updates, planning the next actions for the customer experience program, on ground weekly meeting review all on going CE initiatives coming from each department across the organization in order to maintain the CE delivery engine on track and resolve all potential blockages in the execution pipe lines. •Work in collaboration with the different support functions within the organization in establishing the CE projects across all segments. Presenting all CE initiative throughout commercial gates, taking all needed inputs and approvals of key stakeholders, working closely with PM team to make sure that CE initiatives will be timely executed. Day 2 Day Operations over a month: •Develop the creation of the weekly & monthly executive customer experience dashboard for monitoring the performance of the different touch points (Retail, CC, network…etc.), develop an ongoing monthly report tacking each segments’ calls’ reduction (complains, inquiries, and requests), highlight key actions taken, shed the light on unforeseen issues and CE team resolution actions, review customer journey mapping and main pains with proposed actions. •Collect and reform daily and weekly social media, impacted customers and testing insights for each segment in order to plan the appropriate action for any needed cases whether it’s global or number of impacted customers defined. •Implementing and managing the customer experience projects / initiatives for the different segments (Post-paid, hybrids, prepaid, CVM, Data (MI & MBB & ADSL), VAS, international & roaming, terminals and Digital) as well as help in the execution of CE projects / initiative related to CC, sales and network. •Support the marketing team in enhancing & shaping their customer experience road maps in line with their marketing strategies and recommend the needed enhancements or tweaks that will help in striking the right balance between the two critical elements of the equation; revenues and customer experience. Putting Experience input and journey in newly developed propositions assessing end to end CE, reviewing and test all old propositions to make maintain and assure that customers are well addressed and easily use ET propositions per each service across all segments. •Manage the process of implementing and fine-tuning business processes in reaction to customer feedback by rectifying customer issues and closing the loop, reviewing all handing SLA to segment (complains, requests, and inquiries), compensation process and procedures, approval cycles, working on continuous development of time to customers. •Work coherently closely in particular with commercial peers to deliver a real understanding of the current CE performance, competition stand and how we improve and decide on the priorities, using the available and requested researches conducted by Commercial research team to compare varies provided services on different channels and come up with the preference differentiators, either to maintain or develop. Analytics and Decision Making: •Collating and analyzing research insights integrated with the internal transactional KPIs and dashboards enabling and supporting strategic decisions & effective CE plan development, to impose the right corrective actions and measure progress and impact of initiatives. •Creating the customer journey blueprints while mapping the CE journeys across the different touch points and focusing on the customized experience delivery for a specific segments; HV and young professionals, youth. Create unique experience essence and solutions priority, starting with notifications’ scripts, compensation matrix, and speed of actions to their issues.
QUALIFICATIONS_ESSENTIAL
• The ability to give the customer experiences the attention that it deserves and drives actions. • Excellent analytical skills with the ability of connecting the dots between departments and initiatives, bridge conflicting agendas and providing relentless focus and discipline for driving a coordinated, systematic and sustained, organization-wide customer experience program • The ability for building and maintain organizational enthusiasm and overcoming the barriers to change and with the support of the C level he should be able to implement cultural change and spreading customer centricity throughout all areas of the organization. • Deep understanding telecom operations and awareness of the different departments and their interactions. • Excellent management skill and ability to communicate persuasively and effectively in verbal and written communication. • Ability to work as part of a multi-disciplinary team where organization, prioritization and soundjudgment skill are essential. • Advanced presentation & Negotiations skills. • Time Management and execution • Communication • Team member Leadership
QUALIFICATIONS_DESIRABLE
• Design Thinking • Influence and decision making
EXPERIENCE_ESSENTIAL
- Minimum of 6+ years of telecom experience.
EXPERIENCE_DESIRABLE
- Telecom Background
CERTIFICATIONS_ESSENTIAL
N/A
