AirtelTigo

Position Overview

Join a leading organization in a pivotal role within the network department. As Customer Experience Manager, you will report to the Head of Quality and lead the transformation toward a customer-centric organization. You will ensure the voice of the customer is heard and integrated into all decision-making processes while driving continuous improvement across the Technology division.

Key Responsibilities

Drive a Customer-Centric Organization

• Plan and implement transformation programs to transition Technology toward Customer Centricity
• Document best practices related to customer complaint handling
• Develop and maintain the Customer Experience roadmap based on insights from all customer touchpoints

Customer Experience Indicators & Measurements

• Develop and implement end-to-end customer experience measurements
• Verify and publish Customer Experience Indicators with relevant business recommendations
• Supervise and define perception measurements and track periodic customer surveys
• Translate QoE/QoS metrics into Technology actionable insights
• Correlate Customer Experience Indicators and customer complaints to network KPIs

Customer Experience Management & Voice of Customer (VoC) Program

• Develop and manage the Voice of the Customer (VoC) Program company-wide
• Ensure customer voice is heard and included in decision-making processes
• Provide customer visibility across all touchpoints (Voice, Data, MFS, B2B) through analysis of complaints and Root Cause Analysis (RCA)
• Initiate required projects to address dominant problems identified through complaints to ensure continuous improvement
• Enforce SLAs related to customer complaint handling and resolution

Location

Accra, Ghana