Customer Experience Designer

Job description / Role

Job purpose

A one year contract (FTC) with the purpose to accelerate the CE transformation by driving the detail design, supporting the implementation of CE detail design of journeys and improvement actions for selected touch points/segments within a given time frame, in alignment with du's Customer Experience roadmap and in line with du's commercial strategy and customer needs. The role will ensure alignment and effective reinforcement and acceleration of the Customer Experience (CE) transformation during its conception, implementation and post implementation phase.

Requirements

Qualifications, experience, skills and competencies

Minimum experience:
• Minimum 3 - 5 years of experience with at least 3 years in a Channel/Marketing/Experience role preferably in the Telecom industry.
• Experience in designing CE for consumer and enterprise customers
• 3 years of line management or project management experience engaged with Customer Experience/improvement themes.

Minimum education:
• Minimum Bachelor’s 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 organization
• Strong demonstrable organizational commitment
• Excellent analytical, sales, commercial, strategic, financial, planning & risk management skills and attitude
• Strong presentation skills with effective time-management
• Strong technical know-how

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.