Manager Customer Experience Management
du telecom.
منذ 2 يوم
source : Wisdom Jobs

The purpose of this position is implement and support dus Customer Experience vision strategy and design within the Consumer Commercial segment and customer end to end experience including the areas of journey designs with the focus on Touchpoints Contact center retail online payment systems communication etc and product service experience The role holder will guide the application of customer centric design to the development initiatives in the Data Growth programme as well as fixed and mobile products and services for specific value segments To collaborate and co-

create with specific value segment teams ensuring that each proposition is built with all elements of CE embedded in order to achieve consumer revenues acquisitions and loyalty targets The role holder is expected to be knowledgeable on Consumer customers familiar with detailed segmentation and leverage points throughout the lifecycle needs drivers preferences for products services and touchpoint experiences risks usage patterns and revenue opportunities The role holder will apply a commercial mindet to lifecycle management responsible for specific segment x channel design of the customer journey and ensure this design is reflected in all consumer product market and channel activities to drive CE and commercial results The role will include leading on customer experience development projects supporting launch and testing activities and where necessary take the end to end ownership from design to implementation working with cross functional stakeholders Requirements-

Degree in Marketing Business administration - Minimum 710 years of experience with at least 3-5 years in a Marketing Experience role preferably in the Telecommunications industry -

Experience in designing CE for Consumer customers - 2 years of project management experience engaged with Customer Experience teams Knowledge Skills -

Management and leadership skills - Excellent networking skills - Understand telecommunications customer lifecycle - Ability to define the typical requirements of the various customer segments -

Understand customer interaction at different touch points - Skilled in designing Customer Journeys and defining Customer experience processes -

Expertise in design thinking and tools such as empathizing storytelling and prototyping - Knowledge and awareness of market developments and thought leadershipProfile Summary : KeySkills : Profile Summary : KeySkills : Company Profile : du is the new telecommunication services provider in the UAE We are an integrated service provider offering voice data video and content services over fixed and mobile networks to residential and business customers du has three broad target segments Consumers Focusing on individuals and households by offering mobile and fixed voice calling Internet data services and television Businesses Focusing on small to very large corporations and government agencies by offering integrated fixed and mobile business solutions including voice data content and applications as well as professional services Carriers Focusing on providing carrier international data networks and wholesale services to international operators multinational corporations and telecom carriers The needs of our customers are our primary focus Our aim is to provide new and innovative services that deliver a better customer experience

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