A one year contract (FTC) with the purpose to accelerate CE transformation by driving the establishment of Customer Experience design, principles, guidelines, jouneys and standards and support the implementation of the same within the different Business Units.
Qualifications, experience, skills and competencies
Minimum experience :
Minimum 8 12 years of experience with at least 8 years in a Channel / Marketing / Experience role preferably in the Telecom industry.
Experience in designing CE for consumer and enterprise customers
5 years of line management or project management experience engaged with Customer Experience / improvement themes.
Minimum education :
Minimum Bachelors degree in Marketing, Business administration or Telecom Engineering.
Knowledge and 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 leadership
Strong leadership with a collaborative style of managing & leading; with a focus on team-building & team-work
Delivering Results with a win-win approach
Effectively manage & communicate change to people while driving business target-achievement
Innate quality of wanting to making a personal difference and add value to the organisation
Strong demonstrable organisational commitment
Excellent analytical, sales, commercial, strategic, financial, planning & risk management skills and attitude
Strong presentation skills with effective time-management
Strong technical know-how