Manager Customer Experience (Digital) Mass Market Segment

du; Dubai; On-site; AED 420,000 - 640,000; Full time

Job summary

du is seeking a senior Customer Experience leader to drive the Mass Segment's digitization and CX strategy in the UAE. You will design and optimize end-to-end customer journeys across digital and assisted touchpoints, embedding the customer perspective in campaigns, services, and propositions.

You will own NPS and CSAT for the Mass Segment and transform feedback into actionable improvements. You will lead cross-functional teams, align with Digital, Technology, Channels and Customer Care, and set

Qualifications

• Bachelor’s degree in marketing, business administration or telecom engineering or related field.
• Minimum 7 years of experience; at least 5 years in Marketing/Experience role preferably in Telecom.
• Experience in designing customer experiences for consumer customers.
• At least 5 years of line management or project management experience in CX themes.

Responsibilities

• Drive digital adoption across the Mass Segment focusing on app/online penetration, digital recharge and e-shop performance.
• Design customer journeys for new propositions, campaigns and services from ideation to post-launch improvement.
• Continuously improve existing journeys across digital and assisted touchpoints using feedback and data.
• Own the Mass Segment CX and digitization roadmap with cross-team coordination.
• Set and maintain customer-experience standards across channels (Level 1 journey designs, CE guidelines, PLM).
• Own NPS and CSAT performance for the Mass Segment; track, analyze and report progress.
• Turn customer feedback into clear improvement actions and monitor after launch; drive action to closure.

Skills

Digital CX strategy

NPS/CSAT

Stakeholder management

Leadership & people mgmt

Education

Bachelor’s in Marketing

Bachelor’s in Business Administration

Bachelor’s in Telecom Engineering

Job description

Please review the key accountabilities below before applying. As part of your application, you will be invited to complete a competency-based chat interview with our assessment partner, Sapia. Please allow enough time to complete it, as only applications with a completed chat interview will be considered for the next stage

A. Digitization and Customer Journey Management

1. Drive digital adoption across the Mass Segment, with a focus on app and online penetration, digital recharge, e-shop performance and digital self-service.


2. Design customer journeys for new propositions, campaigns and services, bringing the customer perspective into ideation, development, launch and post-launch improvement.


3. Continuously improve existing customer journeys across digital and assisted touchpoints, using customer feedback and performance data to identify and remove friction.


4. Own the Mass Segment CX and digitization roadmap, setting priorities and driving key initiatives through to delivery in coordination with Digital, Technology, Channels, Customer Care and other relevant teams.


5. Set and maintain customer-experience standards across channels, including Level 1 journey designs, CE guidelines within the PLM process, clear channel responsibilities and review of delivery against the agreed design.

B. NPS, CSAT and Voice of Customer

1. Own NPS and CSAT performance for the Mass Segment, including performance tracking, driver analysis, target delivery and reporting of progress and risks.


2. Turn customer feedback into clear improvement actions, using NPS, transactional NPS, CSAT, complaints, trouble tickets, research and other customer inputs.


3. Monitor the customer experience after launch, identifying recurring issues and coordinating corrective actions across propositions, campaigns and journeys.


4. Drive NPS and CSAT improvement plans through to closure, aligning owners and timelines, resolving dependencies and checking whether completed actions have improved the customer experience.


5. Bring customer evidence into business decisions, challenging teams where necessary and ensuring that customer needs are considered alongside commercial and operational requirements.

Minimum Education Qualification

• Minimum bachelor’s degree in marketing, Business administration or Telecom Engineering or any other relevant degree

Minimum Experience

• Minimum 7 years of experience with at least 5 years in a Marketing/Experience role preferably in the Telecom industry.


• Experience in designing CE for consumer customers


• at least 5 years of line management or project management experience engaged with Customer Experience themes.