Associate Director - Customer Excellence
Our business landscape We’re an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region’s leading digital infrastructure provider.
Skills
About This Role
Overview
- Our business landscape
- We’re an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia.
- Our strategy is to become the region’s leading digital infrastructure provider.
- Ooredoo Group’s strategic vision is guided by five key pillars:
- **Value-Focused Portfolio:**
- Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.
- **Strengthen the Core:**
- Optimally using deployed capital and maintain an appropriate cost structure.
- **Evolve the Core:**
- Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.
- **People:**
- Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.
- **Excellence in Customer Experience:**
- Creating superior customer experiences.
- From day one, every employee who joins our team becomes an integral part of our success journey.
- We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance.
- Empowering you to catapult your personal and professional growth.
- If you’re looking to challenge your growth potential, Ooredoo is the employer for you.
- Job overview
- The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience.
- This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.
- Your impact on our goals
Customer Experience Activities
- Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization’s customer-centric vision.
- Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.
- Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.
- Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.
- Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.
- Define and track key performance indicators (KPIs) to measure customer experience improvements.
- Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.
- Identify opportunities to completely reimagine the physical and digital experience through innovation.
- Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.
- Drive customer centric culture across Ooredoo and operating companies.
Channel Management / enablement
- Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.
- Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).
- Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.
- Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.
- Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.
- Other expectations
- Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.
Experience & Qualifications
- 12+ years of experience in customer experience management, retail (service centres), or contact centres operations,
- 5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination
- 10+ years of Commercial Telco industry experience in a Group or OpCo capacity
- Bachelor Degree
- Master’s degree is a plus
- English mandatory, another language spoken in one of Ooredoo OpCos is a plus
- Strong understanding of customer service strategies, including multi-channel support, CRM systems, and contact centre technologies
- Proven track record of driving customer satisfaction improvements and operational performance
- Ability to analyse complex data and translate it into actionable insights for improving customer experience
- Familiarity with the latest trends and technologies in the telecommunications industry and customer experience management
- Ability to work collaboratively in a cross-functional team environment.
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