## Title: Customer Experience Manager

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 pivotal in 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 and establish 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 (E2E) 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 requirements

Own Customer Experience Management Tools

Manage and oversee Customer Experience management tools and systems

Ensure Voice of the Customer is Heard

Develop and implement the Voice of Customer (VoC) Program company-wide
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 to ensure continuous improvement of network customer experience
Enforce Service Level Agreements (SLAs) related to customer experience

Job Details

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

Customer Experience Manager at AirtelTigo

Job description