Regional Customer Experience Manager

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Job Title:

Regional Customer Experience Manager.

Primary objective of the job:

• Be the voice of the customer in all aspects and be the key interface to the broader organization to drive process and customer experience improvements leading to customer advocacy.
• Identify and prioritize customer pain points, issues, and bottlenecks and drive change utilizing practical continuous improvement tools. 
• Work closely with the CX leads across the WI Region of each Customer Touchpoint to gain insight into customer experience improvement opportunities.
• NPS – Support the WI Region developments and train where necessary.

Number of persons managed/supervised and their positions:

• Functional Reports – CX Leads in each market within the WI Region.

Main Duties & Responsibilities:

PROJECT MANAGEMENT

• Responsible for the overall leadership of Continuous Improvement framework and customer advocacy priorities across the WI Region.
• Develop and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives
• Develop and maintain customer journey maps for all customer interactions and share them with the WI Region.
• Lead data gathering, analysis, insight generation and presentation of information across the WI Region.
• Identify key issues and trends from data and analysis. Craft and tell compelling stories to departments addressing opportunities and rewarding key wins found in VOC data
• Collaborate with other Customer Experience Executives (CEEs) to refine and improve the VOC process
• Liaise and work closely with Departments other team stakeholders, establishing a structure for regularly sharing VOC insights
• Partner with the Program Manager to set an organizational VOC & NPS vision, including a roadmap and action plan
• Liaison for NPS Qualtrics delivery/support/training in the WI Region.

DATA ANALYSIS & SURVEY INFORMATION

• Act as a key liaison between Departments, team stakeholders, establishing a structure for regularly sharing VOC insights.
• Partner with the Program Manager to set an organizational VOC & NPS vision, including a roadmap and action plan

REPORTING

• Manage VoC reporting: establish priorities and manage both reactive research requests and proactive insight sharing.
• Create reports that will be shared with the department & Program Manager.
• Create weekly, monthly, & ad-hoc reports that will be shared with Program Manager, SMT, and Departments.

RECOVERY & IMPROVEMENT

• Speak with customers, complaints about the ability to perform a task, and oversee customer compensation program.
• Make an impact on improving customer experience by collaborating, engaging and influencing business and customer experience improvement initiatives.
• Manage ticket flow ensuring that the appropriate department is notified and a resolution is achieved.
• Empowered to apply win-back strategies via first-line investigations, contact customers, and resolve concerns.
• Use data tools and analysis to identify positive and negative trends throughout markets & departments
• Proactively reach out to customers in a variety of settings to gain insights and understanding into the Customer Experience at every touchpoint in a Customer’s Life cycle with Digicel.

Academic qualifications and experience required for the job:

• Bachelor Degree
• At least 1 year in analyzing customer experience/strategy
• Min. 2 years of work experience in a telecoms environment or a customer-service capacity at the supervisory or min. 2nd level support
• People & Task-oriented; Cross-functional project team member/lead
• Business Improvement methodologies experience and/or qualifications
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Excellent organizational, project management and problem-solving skills
• Ability to prioritize, manage multiple projects and create new ideas.
• Excellent analytical skills – including advanced competency with Excel and Powerpoint
• Comfortable building ad-hoc reports to source the data needed.
• Naturally inquisitive with an ability to use your initiative to determine root cause and prove it with data.
• Passion for customers and a willingness to go above and beyond to deliver a great customer experience.
• Experience in communicating insight to a wider audience including verbally.
• Excellent time management, prioritisation and communication skills.
• Manages confidentiality; consistently demonstrates sound judgment.
• Commercially aware
• Customer-centric
• Effective member of cross-functional teams

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.