Head of Customer Experience and Service

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region.

Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values—Diversity, Integrity, Growth, and Innovation—our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

JOB TITLE:  

Head of Customer Experience and Service

Primary objective of the job:

The Head of Customer Experience & Service is accountable for defining, leading and embedding the end-to-end customer experience strategy across Digicel’s consumer and corporate business lines. This role owns the translation of business strategy into a clear CX vision, roadmap and operating model, ensuring customer experience drives customer satisfaction, retention, revenue protection and operational efficiency. As the senior CX leader, this role acts as the voice of the customer at executive level, balancing customer advocacy with commercial outcomes and leading the teams, partners and systems required to deliver consistent, high-quality service across all customer touchpoints.

Number of persons managed/supervised and their positions:

Between 3 to 5 contact centre and/or CX managers

Main Duties and Responsibilities:

Customer Experience Strategy & Transformation

• Collaborate with the Group Director of CX to define and own the end-to-end CX strategy, aligned to Digicel’s consumer and business priorities
• Translate business objectives into a clear CX roadmap, covering people, process, technology and channel strategy.
• Lead CX transformation initiatives that improve customer satisfaction, reduce friction and drive sustainable performance.

Customer Service Operations & Delivery

• Provide strategic and operational leadership to customer service and CX teams across all supported markets.
• Ensure consistent, high-quality service delivery across all digital and non-digital channels.
• Own service performance across key metrics including CSAT, NPS, FCR, AHT, complaints, churn drivers, and cost-to-serve.

Executive Influence & Cross-Functional Leadership

• Act as a trusted advisor to the CEO and Senior Leadership Team on customer experience insights, risks and opportunities.
• Influence cross-functional teams (Commercial, Marketing, Product, Technology, Network, Finance etc) to resolve systemic customer issues
• Ensure customer experience considerations are embedded into key business decisions, launches and changes.

People Leadership & Culture

• Build, lead and develop a high-performing CX leadership team (3–5 direct reports).
• Create a strong customer-first culture, balancing accountability with care.
• Drive engagement, capability development and leadership effectiveness across the customer service organisation.

Governance, Insights & Reporting

• Establish strong CX governance, frameworks and performance management practices.
• Provide clear, actionable executive reporting on customer experience performance, trends, and improvement actions.
• Use customer insights, data and feedback to continuously improve service and inform strategic decisions.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic qualifications and experience required for job:

• Minimum 5+ years senior leadership experience in customer service / customer experience
• Prior experience as Head of CX or equivalent preferred (Telco / ICT highly advantageous)
• Proven track record of leading large, complex service operations
• Experience influencing senior stakeholders and driving cross-functional change
• Degree in Business Management or related field advantageous.

Functional Skills:

• Strategic thinking with strong execution discipline
• Commercial awareness and decision-making
• Strong leadership presence and influencing skills
• Ability to lead through complexity and ambiguity
• Data-driven mindset with strong storytelling capability

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.