CX Manager - Digicel Business

Company description:

Digicel Group Limited

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 description:

Job Title: CX Manager

Primary objective of the job: 

The Customer Experience Manager (B2B) reviews, monitors and analyzes interactions between customers and the organization throughout the customer lifecycle, by reviewing customer experience data and partnering with business stakeholders to identify BAU and long-term improvements. The Customer Experience Manager brings to life the market vision for Digicel Business, as defined by executive management at the Market and Group level, and promotes an understanding and appreciation of customer experience through consistency of actions and deliberate engagements. The CX Manager sits at the table on behalf of the customer and ensures alignment on best practices and standards that promote and achieve excellence in service.

Main Duties and Responsibilities:

Ambassador for Customer Experience Culture 

• Establish and own the market CX strategy
• Establish a level of effectiveness that nurtures an appreciation of the relevance of CX having a seat at the table for decision-making

• Apply understanding of customer experience technologies and project management to add value to change management, advocating for the customer
• Support new product planning, customer communication strategy and other projects/initiatives
• Drive the execution of customer experience programs, plans and actions to demonstrate ROI
• Remain current with industry trends and the regulatory environment
• Establish governance to support management of touchpoints, not limited to customer service

Owns the Analysis, Investigation, Results and Management of Customer Insights 

• Identify and analyze customer pain-points end to end through multiple quantitative and qualitative sources, including but not limited to survey sentiments, support tickets, market stakeholder insights, direct escalations, customer journey reviews and process reviews.
• Own the improvement of customer experience metrics.
• Routinely validates accessibility to, and quality of interactions at all customer channels.
• Apply practicality and resourcefulness in conducting RCA of customer pain-points to increase opportunities for long-term solutions.
• Own closed loop process, including direct customer contact
• Proactively create/update customer journey maps to support evaluation and continuous improvement

Create Visibility of Insights, Accountability and Resolution Across the Market 

• Create flow charts, process maps and models to support improvements.
• Leas on providing context to linked issues and actions across departments, ensuring resolutions are efficient, collaborative and effective.
• Maintain records to track and measure action plans and produce scheduled and adhoc reports for various audiences.
• Lead scheduled and ad hoc stakeholder meetings

Academic Qualifications and Experience Required:

• Advanced Degree in Business, Marketing, Project Management or related field
• Training in Customer Experience an advantage
• Minimum 4-6 years of experience in client/customer experience management

• Minimum of 3 years of experience at a middle to senior management level
• Experience creating and implementing customer journey maps, process maps and business process models.

• Advanced time management skills to govern multiple priorities simultaneously

Functional Skills:

• Effective communicator with ability to work effectively cross-functionally
• Analytical and practical
• Self-motived, proactive and highly organized
• Transparent in mode of operating
• Empathetic
• Able to lead and support manage agile, waterfall and hybrid projects
• Advanced presentation skills