Senior Manager User Experience

Applications are invited from suitably qualified persons to fill the position of Senior Manager User Experience to be attached to our Home Solutions and Fixed Networks.

·        Bachelor’s degree in Marketing or related field

·        2+ years’ experience in a customer centric role

·        Extensive experience in gathering and interpreting customer experience information.

·        Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization

·        Strong empathetic or problem solving skills

·        Strong analytical skills

·        Strong leadership skills

·        Excellent verbal and written communication skills

·        Proactive and reliable disposition

·        Ability to deal with extreme ambiguity and rapidly changing environments; Able to pivot readily and react to real-time data.

·        Ability to multi-task and work well within a dynamic, fast-paced organization.

·        Excellent organizational skills

·        Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

·        Proficiency in customer relationship management software.

·        Strategizing, designing and implementing initiatives to improve customer satisfaction

·        Ensuring and implementing customer loyalty programs

·        Driving a customer-centric culture throughout the organization

·        Responsible for all retention efforts to ensure churn rates are kept low or within industry standards

·        Develop and implement CX strategies

·        Analyze customer feedback and data

·        Lead the cross functional teams toward customer service quality assurance

·        Overseeing and improving customer service operations

·        Improving customer satisfaction metrics

·        Collaborate with other departments to ensure a cohesive customer experience across all touchpoints

·        Develop and manage key performance indicators to measure the success of customer experience initiatives and provide regular reports to senior management

·        Stay up-to-date with industry trends, best practices and technologies related to customer experience management

·        Conduct market research to identify emerging trends

·        Training and mentoring junior CX team members

·        Liasing with vendors or technology partners to implement CX solutions

·        Participating in events and conferences to stay updated on best practices

·        Collaborating with marketing teams on customer communication strategies