Manager Customer Experience Management

Job description / Role

The purpose of this position is implement and support du’s 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 7 – 10 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 leadership

About the Company

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.