Customer Experience Expert
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Beschreibung
Our client, a large telecommunications company based in UAE, is building a new set of IT services and is looking for several B2B and B2C Telecom Experts to join their project.
Start date is ASAP and the initial duration is until September. There is a possibility that the contract will be extended and or/ the expert will be offered a permanent role later on.
There will be 2 phases of the project that will have the following tasks:
- Capabilities and phasing
- Product simplification & target portfolio
- Coexistence & customer transfer
- Data cleansing
- Listing of business KPIs and mapping to customer journeys & channel mix
- Each position has a B2C and a B2B component
The CX experts will support program core team members with
- Execute decision making frameworks for channel capabilities & prioritization
- Elaboration of L3 capabilities, channel mix and customer journeys / sub-journeys – ensure alignment to revamped CE vision & strategy
- Detailed description for first release (channels, products, journeys, customers ...)
Beruflicher Werdegang
- Understanding of end to end customer experience from a telco perspective including:
- Understanding of customer coexistence scenarios, customer transfer activities, underlying systems impacted etc.
- Ability to elaborate BSS capabilities for vendor contracting
Channels
Customer journeys and sub-journeys
Business KPIs
Operational readiness requirements
Business / Operational processes
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