Customer Experience - Home services

The role is responsible for leading and optimizing end-to-end home customer experience across all customer touchpoints, including teleservices and contact center operations. This position plays a strategic role in shaping customer journey excellence, improving service quality, and driving customer satisfaction and loyalty in the home/consumer segment.

Key Responsibilities

• Define and execute customer experience (CX) strategy for home customers across digital, offline, and teleservices touchpoints
• Own and continuously improve end-to-end customer journeys, from acquisition, onboarding, usage, complaint handling, to retention
• Lead teleservices and contact center performance, ensuring service quality, SLA compliance, productivity, and customer satisfaction targets are met
• Develop and monitor CX metrics such as NPS, CSAT, CES, FCR, AHT, and customer churn indicators
• Identify customer pain points through data analysis, VOC (Voice of Customer), and service insights, and translate them into actionable improvements
• Collaborate closely with internal stakeholders (Network, Product, Sales, IT, Digital, and Operations) to resolve systemic customer issues
• Drive process improvements and service innovations to enhance efficiency and customer experience consistency
• Oversee vendor and partner management related to teleservices and customer touchpoints
• Ensure alignment of customer experience initiatives with regulatory requirements and internal governance
• Lead, coach, and develop CX and teleservices teams to build a strong customer-centric culture

Requirements

• Minimum 12 years of experience in Customer Experience, Customer Operations, Teleservices, or Contact Center leadership roles
• Strong background in telecommunications or related service-driven industries
• Certified in Customer Experience Management
• Proven experience managing large-scale customer touchpoints and teleservices operations
• Strong analytical capability with experience using CX data and insights to drive decision-making
• Excellent stakeholder management and cross-functional leadership skills
• Strategic mindset with hands-on execution capability
• Strong communication skills, both verbal and written