Job closed
Ref: LP085-460
Job description / Role
To define and execute customer experience initiatives across all customer touch points in collaboration with vertical business owners that will exceed company customer experience targets.
• Run and facilitate workshops with stakeholders to define “as is” and “to be” customer journey maps
• Facilitate and lead customer experience workshops with senior stake holders
• Present Recommendations and obtain buy in from senior stakeholders
• Work with stake holders to Re-engineer processes to enhance the customer experience
• Identify, define, obtain stakeholder buy in, deploy and maintain cross company KPI’s and SLA’s to improve customer experience
• Raise IT Change requests and see through to implementation to drive measurable improvements in Customer Experience
• Perform mystery-shopping evaluations of customer facing channels and report findings and recommendations.
• Identify gaps by measuring current processes and offer new solutions to be developed and implemented.
• Identify define and implement best practices across all customer touch points
Requirements
• Min 15 years industry experiences in telecoms
• Including 5 years in a senior operational management capacity with a mature telecom operator (Customer Care, Retail or Enterprise Sales) All three of these domains would be ideal
• Including 5 years in a management consultancy firm working in the customer experience domain (one of the big five would be ideal)
• Project Management experience highly desired
• Bachelor Degree in Business Administration/Marketing/ Information Technology or any relevant.
• MBA (Preferable)
About the Company
Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.
Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.
We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.