Head Of Customer Experience 1

DIGICEL ANTIGUA & BARBUDA

Digicel Antigua and Barbuda is seeking a top candidate with experience, who thrives in a fast paced, dynamic and innovative environment, to fill the role of Head of Customer Experience-Northwest Indies. Digicel is recognized for being the best in the telecommunications industry and this is your opportunity to be a key player in a top-class company.

JOB OVERVIEW:

The role is responsible for optimizing the customer journey and ensuring a positive experience at every touchpoint, developing and executing strategies, processes and action plans required for achieving key Customer Experience KPIs.  This will include analyzing customer feedback, data and trends to identify areas for improvement, preparing analytical reporting, hosting regular meetings with key stakeholders of the various touchpoints related to customer experience including the call centers that support the NWIR markets, co-ordinate and lead the testing and maintenance of all customer experience tools to include customer self-help tools and in-house customer care tools for all NWIR markets.  Own the region’s Customer Experience TNPS, achieving or surpassing the monthly TNPS target.  Enhance customer satisfaction and loyalty.  This role is responsible for the Northwest Indies Region - Anguilla, Antigua & Barbuda, Montserrat and St Kitts & Nevis.

MAIN DUTIES AND RESPONSIBILITIES:

• The Customer Experience Manager oversees developing and implementing CX strategies to enhance customer experience at each touchpoint, from awareness campaigns to after-sales.
• Track key metrics such as CSAT and NPS to measure the effectiveness of implemented strategies.
• Work cross functionally and closely with Sales, Marketing, Product, Commercial and Customer Service/Sales Support teams to ensure cohesive customer experience.
• High level review of account adjustments, keeping account write-offs within budget by championing resolutions for issues that cause write-offs to be necessary.
• Ensure timely resolutions by the team as it pertains to customer queries on:
  • GSM devices, products and services, billing, general company information etc.
  • Trending issues affecting customer experience.
• Close communication/relations with Retail, Customer Care and Call Center Care teams in each market, having regular meetings to keep current with products, promotions, procedures, applications and top pain points to resolve customers’ queries and best achieve KPIs ensuring consistency in training, processes and performance for each market.
• Identify and implement process improvements and new technologies to streamline the customer journey.
• Monitor Qualtrics reports and tickets ensure that RR is optimal, and tickets are always closed in a timely manner.
• Liaise with the business line owners where necessary to ensure that all customers’ complaints/pain points are addressed in a timely manner and closed within stipulated timelines. Technical team/Manager for network related queries/issues, Retail Operations Manager for Retail/Sales Support related issues etc.
• Analyze “voice of the customer” VOC and behavioral information to understand why customers are satisfied/dissatisfied, their motivations etc. to develop deep insights into customer needs and behaviors and execute customer experience assessments and gap analyses (VOC, Best practices, competitor CX awareness).
• Monitor and manage third party providers and communication systems to ensure proper and optimal functionality for customers’ best experience internally and externally.  This would include management of the IVR and BOT systems including testing.
• Provide constant feedback on markets’ performance both to the markets and management and ensure service level is always at its optimum.
• Responsible for weekly/monthly/bi-annual analytical reporting and dashboard management.
• Provide training to the Customer Care/Sales Support teams in the market regularly to ensure a culture of continuous improvement focused on improving customer experience and productivity.

Academic qualifications and experience required for job:

• Bachelor’s and or master’s degrees in business
• Professional certifications in Strategic Customer Care, and Sales Management (preferred). 
• 5 or more years’ Customer Care Management Experience
• Previous experience in managing teams of at least 10 members, including third party vendors.
• Greater than five years’ relevant management experience.
• Telecoms experience preferably with in-depth knowledge of all trending ICT products.

• Previous Customer Care performance and reporting experience.

FUNCTIONAL SKILLS:

• Strong leadership and motivational skills
• Strong analytical skills
• Strong ability to manage CX initiatives from start to finish
• Strong understanding of customer needs and passion for providing exceptional customer experience
• Strong problem-solving skills
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Excellent telephone techniques
• Outstanding time management skills
• Ability to work well under pressure
• Telecoms experience

CONSUMER SUPPORT CHANNELS:

• St Lucia Call Center (voice)
• Haiti Chat Center

• In-Store/Face to face
• Phone
• Email
• Microsoft Teams

• Social Media

INTERNAL CONTACTS:

• Market Leads
• Sales Support Executives
• Retail Sales Executives
• Retail Team Leads
• Technical Team/Manager
• Executive Credits & Collections
• Handset Repair Centre

• Call Center Hub Agents & Team Leads