Recruiter

JOBG8

Location

Saudi Arabia

Job term

Permanent

Job hours

Full time

Expert - Customer Experience Management (CEM)

Position Objectives:

To provide CEM & QoS expertise and improve customer experience across the operator's service offerings. To raise the culture of providing an excellent experience to the customer within the company.

Job Description & Responsibilities:

* Recommend and assist with development of new processes necessary to support Customer Experience Management.

* Quantitative and Qualitative insight, ability to analyse large sets of data to provide recommendations and action plans.

* Ability to manage multi-channel interactions and identify 360o view of customer's experience.

* Initiate discussion with OSS/BSS team with a view to put in place mechanisms to effectively measure and report on Customer Experience, QoS and SLAs.

* Analyze the customer feedbacks (Surveys, targeted studies, observational studies) as gathered by the Customer Care department and investigate the gap between the customer view of service quality and the service provider's view.

* Provide recommendations on improving customer centric service measurements of availability' and Serviceability'.

* Interface directly with Managed Services Provider to track fault resolutions time lines and improvement initiatives, verify SLA committed timeframes.

* Assist with revisions and improvement of Trouble Management and Fault Isolation guidelines and procedures.

* Analyse and provide data for daily, weekly, and monthly performance reports as directed by Sr Management.

* Interface with the forecasting team ensure appropriate forecasting and planning. Signing off on forecasts and managing the team against the relevant variables in the cost model.

* Working closely with key stakeholders to understand factors that will impact forecasts and volumes.

* Ensure that proper monitoring of service outage notifications is in place to make sure customer impacts are minimized.

* Review current initiatives for employee incentives and development and ways in which to develop those further.

* Conduct/attend meetings regarding O&M and service delivery and implementation issues as raised by contractors or vendors.

* Prepare alterative proposals and recommendations that positively impact network operations, service delivery, fault handling and customer experience, recommend improvements through applying process development and advising on tools.

* Identify and implement methods of developing the role and demonstrating this to the client.

Position KPIs:

* Enhanced and acknowledged improvement in Customer Experience, evidenced through feedback, surveys and unsolicited testimonials.

* Identifiable improvement in the awareness in the company of the importance of positive Customer Experience statistics.

* Reduction in customer churn.

* Positive impact on Network SLAs and service KPIs.

Qualifications & Experience:

* Minimum 10 years experience

* University Degree in telecommunication engineering or equivalent

* Experience with network management and service Deployment

* Good knowledge of QoS and related service affecting metrics

* Familiarity with TM Forum's Customer Experience Project Maturity Model, The Customer Experience Lifecycle and Business Process Framework

* Must have excellent communication and presentation skills