Lead, Customer Experience

Purpose of the job

Envisioning and shaping a better Customer Experience for Orange B2B customers across all customer touch points and channels (Digital/Customer Care/Retail/USSD/IVR). The candidate will liaise with resources to drive the development and delivery of necessary content and functionality to increase customer satisfaction levels.

Duties and responsibilities

• Identify customer pain within B2B Orange products and services through several testing to the customer journey across all touchpoints.
• Develop an enhancement project to enhance customer journey/experience and close all negative gaps.
• Interface with Commercial in launching new projects to ensure proper customer journey design is in place.
• Follow up the development/deployment with Technology
• Report the project impact on customer satisfaction/impact on NPS
• Run tests (UAT) to validate the output of the designed customer journey
• Develop deep customer insights using quantitative and qualitative data to support recommended improvements and represent the customer voice and interest inside the company.
• Conduct or request regular content and functional analysis/test of product, service and channels to ensure accuracy and relevancy of current functionality.
• Develop guidelines to establish and maintain a positive Customer Experience while designing a new product or offer.
• Ensure brand consistency and tonality in delivering projects to end-customer.
• Run the assessment (including collecting VOC data) on time and deliver the report to Head of department on weekly basis.
• Analyze the Voice of Customer data (surveys, complaints, social media activity)

Job specification

Education

• Bachelors degree from a recognized university in one of the following fields: Business, Marketing or Economics

Experience

• General knowledge in the telecommunication market is preferable

Skills and abilities

• Very good English both spoken and written.
• Very good computer skills.

• Able to work effectively with teams across the organization.
• Excellent communication skills (face-to-face, over the phone and written).
• Multitasking capability (Is able to manage several activities concurrently).
• Ability to synthesize and articulate ideas.