Customer Experience Manager at AirtelTigo

Job Summary

The successful candidate will work in the network department as a Customer Experience Manager, reporting to the Head of Quality. This role is responsible for spearheading the transformation to Customer Experience within Technology and driving a Customer Centric Organization. The Customer Experience Manager will ensure the voice of the customer is heard and included in decision-making through development of the Voice of Customer (VoC) program company-wide, development and publication of Customer Experience Indicators with relevant business recommendations, and management of customer complaints.

Key Responsibilities

Drive a Customer Centric Organization

• Plan and implement transformation programs to move Technology towards Customer Centricity
• Document Best Practices related to Customer Complaint Handling

Customer Experience Indicators & Measurements

• Verify and publish Customer Experience Indicators with relevant business recommendations
• Develop and implement End-to-End Customer Experience Measurements
• Develop and maintain the Customer Experience roadmap based on insights from all Customer Touchpoints
• Supervise and define perception measurements, track periodic Customer Surveys, and translate QoE/QoS metrics into Technology actions
• Own Customer Experience Management Tools

Management of Customer Experience

• Ensure the Voice of the Customer is heard and included in decision-making through development of the VoC Program
• Provide Customer visibility across all Touchpoints (Voice/Data/MFS/B2B) through analysis of complaints received and Root Cause Analysis (RCA)
• Initiate required projects to solve dominant problems identified through complaints received to ensure continuous improvement of customer experience on the network
• Enforce Service Level Agreements (SLAs) related to Customer Experience

Job Details

• Company: AirtelTigo
• Location: Accra, Ghana
• Job Type: Full-Time
• Category: Administrative/Management