Job description

The Senior Manager Customer Experience & Touchpoints operates within a global telecommunications and digital infrastructure organization, supporting Group and operating companies (OpCos) to improve customer experience through Voice of customer management, customer experience management, contact centre channel enablement, and customer research. The role involves shaping and executing Group CX strategy aligned with business objectives and a customer-centric vision, designing and maintaining customer experience frameworks, methodologies, and standards, and ensuring consistent CX practices across markets. It includes leading multi-country CX transformation initiatives, developing and enhancing CX dashboards and reporting frameworks tracking indicators such as CSAT and VOC, and supporting RFP and RFI processes including requirements definition, vendor evaluation, and implementation of CX technology solutions. The role requires defining omnichannel strategies across Retail, Contact Centre, Mobile App, Web, and digital interfaces to ensure seamless customer journeys, developing channel experience frameworks and service design standards, and monitoring channel-level CX performance metrics including digital experience scores. It also includes facilitating cross-market collaboration, supporting market research activities, coordinating with research agencies, and applying knowledge of customer journey management, service design, design thinking, CRM systems, contact centre technologies, and core telco systems such as BSS and mobile app platforms. The position requires analyzing complex data for actionable insights, aligning with telecommunications industry trends, and leveraging project management practices to deliver measurable improvements in customer satisfaction and operational performance.