Manager Customer Experience (Digital) Mass Market Segment
Role Overview
The role owns digital adoption, customer journey design, and NPS/CSAT performance for the Mass Market segment.
It sits across digitization, customer experience standards, and voice-of-customer improvement actions.
Key Skills for This Role
Full Job Posting
Role Overview
The role owns digital adoption, customer journey design, and NPS/CSAT performance for the Mass Market segment.
It sits across digitization, customer experience standards, and voice-of-customer improvement actions.
Digitization and Customer Journey Management
- Drive digital adoption across the Mass Segment, focusing on app and online penetration, digital recharge, e-shop performance, and digital self-service.
- Design customer journeys for new propositions, campaigns, and services from ideation through launch and post-launch improvement.
- Continuously improve existing customer journeys across digital and assisted touchpoints using customer feedback and performance data.
- Own the Mass Segment CX and digitization roadmap and drive initiatives with Digital, Technology, Channels, and Customer Care teams.
- Set and maintain customer-experience standards across channels, including Level 1 journey designs and CE guidelines within the PLM process.
NPS, CSAT and Voice of Customer
- Own NPS and CSAT performance for the Mass Segment, including tracking, driver analysis, target delivery, and reporting of progress and risks.
- Turn customer feedback from NPS, transactional NPS, CSAT, complaints, trouble tickets, and research into clear improvement actions.
- Monitor customer experience after launch, identify recurring issues, and coordinate corrective actions.
- Drive NPS and CSAT improvement plans to closure, aligning owners and timelines and verifying that actions improved the customer experience.
- Bring customer evidence into business decisions and challenge teams to consider customer needs alongside commercial and operational requirements.
Education and Experience
- Minimum bachelor's degree in marketing, business administration, telecom engineering, or another relevant degree.
- Minimum 7 years of experience, with at least 5 years in a marketing or experience role.
- Telecom industry experience is preferred.
- Experience designing customer experience for consumer customers.
- At least 5 years of line management or project management experience engaged with customer experience themes.
Application Process
- Applicants are invited to complete a competency-based chat interview with assessment partner Sapia.
- Only applications with a completed chat interview will be considered for the next stage.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at DU
Assistant Auditor
, UAE
The Assistant Auditor will conduct forensic and internal audit assignments, investigate referred concerns, and report findings and follow-up actions. Applicants should have accounting and relevant IT security, forensics,
Director Project and Design
, UAE
The employer is seeking a Director to lead project management, design execution, and construction delivery. The role oversees budgets, governance, contractors, cross-functional teams, and design quality while developing
Technician - IT Service Desk
, UAE
The employer is seeking an IT Service Desk Technician with 1–3 years of experience in a telecom environment. The role provides 24/7 customer support, troubleshoots and logs incidents and service requests, and escalates u
Investment Product Lead
, UAE
The employer seeks an investment product leader to set strategy and deliver digital investment products for du Pay, from roadmap and partnerships through launch and optimization. The role combines investment product expe
Director of Risks and Compliance
, UAE
The employer is seeking a Director of Risks and Compliance to lead company-wide risk, control, fraud, and compliance functions. The role sets risk strategy, oversees regulatory compliance and AML controls, and reports to
Engineer Carrier Contact Center
, UAE
DU is seeking a telecom support professional to manage carrier cases, service-desk operations, and first-level technical issues across network and retail systems. The role monitors SLAs, coordinates escalations and shift
Manager CE & Digitalization
, UAE
The employer is seeking a manager to improve customer experience and brand awareness across channels while developing and guiding cross-functional teams. Candidates need at least seven years in training management, inclu
Assistant Auditor
, UAE
Director Project and Design
, UAE
Technician - IT Service Desk
, UAE
Investment Product Lead
, UAE
Director of Risks and Compliance
, UAE
Engineer Carrier Contact Center
, UAE
Manager CE & Digitalization
, UAE