CX Journey Management Home Convergence Enterprise

CX Journey Management Home Convergence Enterprise

Enhancing customer experiences across our converged home services, including telecommunications, internet, and entertainment. Responsible for managing the end-to-end customer journey, ensuring a seamless and delightful experience from acquisition to retention.

Job Accountabilities:

• Develop and execute strategies for end-to-end customer journey management in the Home Convergence Enterprise segment.
• Analyze customer touchpoints and interactions to identify opportunities for improvement and personalization.
• Collaborate with cross-functional teams to implement customer journey enhancements and ensure alignment with business goals.
• Monitor key performance metrics related to the customer journey and recommend adjustments as needed.
• Work closely with data analytics teams to gather and analyze customer insights for continuous improvement.
• Provide data-driven insights and recommendations to senior management for decision-making.
• Stay current with industry trends and best practices in customer journey management.

Responsible for understanding and implementing the requirements of the occupational safety and health management system and environmental management system in accordance with their respective duties and functions.

PT XL Axiata Tbk. is one of the major cellular providers in Indonesia, part of Axiata Group with various international partnerships. XL is leading the industry as a cellular telecommunications provider with extensive coverage throughout Indonesia, offering services for retail customers and business solutions for corporate clients, including voice, data, and other value-added mobile telecommunications services.