Job closed
Ref: HP440-162
Job description / Role
The role is within the Marketing Department and will be driving customer experience agenda at Etisalat.
- Develop & introduce customer centered design methodologies, map customer journeys, complete process designs and define a differentiated experience with central view of capabilities and initiatives across Etisalat.
- Ensure a standard brand experience across customer touch points not limited to product & services portfolios.
- Provide a common roadmap across all functions on key elements, in order to deliver a truly differentiated customer experience aligned to overall Etisalat's Customer Experience strategy.
Duties & Responsibilities:
- Act as the Customer Experience design lead within Etisalat and develop compelling branded customer experience design blueprint (E2E). Target state of which will include complete and unambiguous set of customer lifecycle stages with defined minimum standards, key moments of truth and areas to excel.
- Work closely with functions around the company to establish a common language around customer lifecycle and design methodologies. Ensure that quality of customer experience is up to defined standard.
- Continually understand, define and then refine the outside-in customer view, using available analytical tools as well as future/current cross industry best practices.
- Drive outside-in design philosophy across all functions at Etisalat by leveraging existing insights as well as introducing secondary customer research methodologies (such as service design research and user experience research).
- Ensure and drive cross-channel experience by understanding key drivers of loyalty and build them into a valued experience for the customer.
- Work with Marketing Intelligence department to define and align set of KPI's ensuring a consistent measurement of performance against the key elements of Etisalat's branded experience.
- Guide the transformation of today's inconsistent and undifferentiated Etisalat experience to one that is consistent, branded and valued by our customers.
- Be expert and authority on in-channel and cross-channel experience definition and delivery.
Requirements
- Graduate/Post Graduate in Business Administration or Marketing.
- Certified in Customer Service program i.e SERVE, etc.
- 5-6 years experience preferably in customer experience management in telecom/ utility or related industry.
About the Company
Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.
Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.