CX Assurance Partner - Mass Segment

PT XL Axiata Tbk; Daerah Khusus Ibukota Jakarta; On-site; IDR 400.000.000 - 450.000.000; Full time

Job summary

A leading telecommunications provider in Indonesia is seeking a Customer Experience Manager to enhance customer satisfaction through strategic policies, incident response coordination, and campaign effectiveness monitoring. The role involves analyzing customer journeys and implementing improvements.

Responsibilities

• Establish and review policies related to customer experience.
• Analyze CX journey mapping and assess potential events.
• Design and lead the implementation of CX forecasting tools.

Job description

Responsibilities:

1. Establish and review policies, procedures, thresholds, metrics, and working guidelines related to maintaining customer experience.
2. Analyze CX journey mapping and assess potential events that may deteriorate the experience, as well as potential process improvements.
3. Design and lead the implementation of CX forecasting and monitoring tools.
4. Provide early detection alerts for incident response (preventive and corrective) to relevant functions.
5. Coordinate with technical and business teams for incident response (e.g., creation of a commercial war room).
6. Perform post-incident analysis to evaluate the effectiveness of incident rectification measures and highlight lessons learned to identify potential preventive actions and future risk mitigation measures.
7. Develop regular and ad-hoc customer experience campaign strategies in coordination with each business segment.
8. Monitor and evaluate the effectiveness of customer experience campaigns against defined KPIs/objectives.
9. Initiate and lead regular customer experience forums to discuss issues and potential improvements with stakeholders (e.g., business segments, customer service, operations).
10. Perform historical trend analysis on past incidents and operational metrics to identify potential process improvements for preventive measures.
11. Provide periodic management reports (e.g., incident summaries, trend analysis, action tracking).
12. Conduct periodic assessments of strategy effectiveness for continuous improvement.

Company Overview:

PT XL Axiata Tbk. is one of the major cellular providers in Indonesia, part of the Axiata Group, which includes Robi (Bangladesh), HELLO (Cambodia), Idea (India), MTCE (Iran), Celcom (Malaysia), Multinet (Pakistan), M1 (Singapore), Samart (Thailand), and Dialog (Sri Lanka). XL leads the industry with extensive coverage throughout Indonesia, providing services for retail and corporate customers, including voice, data, and other value-added mobile telecommunications services.