Customer Experience Manager

Customer Experience Manager

1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
Nov 9, 2021
Last Date
Feb 9, 2022

Job Description

Job Responsibility: ·Collect customer pain points by testing products, conduct surveys amp; coordinating with customer-facing units (CS, MB) to gather information· Define and implement standards/procedures for ensuring optimal customer experience, ensure the proper delivery of solution/revision of products and services by initiating cross-functional projects · Conduct studies and research to discover new techniques necessary for improving customer experience, challenge the business to drive for innovation and ensure the highest level of customer satisfaction by achieving KPIs (rNPS, number of journey simplification, reduce customer complaint, increase self-care penetration)· Plan system capability enhancement considering future business focus, enhance CVM activities amp; develop contextual marketing· Develop effective communication strategies to customers for both in traditional (SMS, USSD, IVR) and digital channels (Facebook, website, app, eSelf-care etc.)Establish communication mediums through which customers can readily contact a company and vice versa and vet the communication for standardization and regular monitoring
Required Academic Qualifications· Bachelor/MBA/Masters in any discipline from UGC approved university
Required Experience· 4-5 years of experience in relevant experience preferably in telecom industryRequired Knowledge amp; Skills· Customer obsessed with full dedication to improve the process by innovation and eliminating defects· Full understanding of customer journey mapping amp; user experience testing procedure· Complete understanding and experience of UI/ UX design principles · Ability to apply User-Centered Design (UCD) principles· Thorough knowledge of UI components, Navigation, Presentation, Content, and Interaction · Ability to perform User Acceptance Testing and Usability Testing of digital platforms· Detailed knowledge of UI/ UX best practices, industry knowledge and global standards · Excellent knowledge on CVM activities, latest initiatives amp; contextual marketing· Good knowledge on system capability enhancement considering the future business focus· Outstanding analytical and problem-solving skills· Thorough knowledge of process improvement· Sound knowledge on NPS and customer satisfaction measurement KPIs· Strong understanding of project management concepts, with a focus on planning, progress tracking amp; communication/reporting · Demonstrated ability to collaborate cross-functionally to achieve results at all levels· Ability to prioritize and focus delivery group on the tasks at hand· Excellent verbal and written communication skills and ability to communicate up and across the organization working with senior staff members and front-line employees.· Proven ability to perform well under pressure and highly self-motivated· Basic knowledge on telecom technologyDeadline
  • 14 November, 2021
If you are interested to pursue a career with us and you have the required experience amp; skills, please apply with an updated CV on or beforeNovember 14, 2021.
Banglalink, one of the leading digital communications service providers in Bangladesh with over 33 million subscribers, and a subsidiary of Netherlands based company VEON Ltd.
Working at VEON demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful. Being truthful requires us to act ethically, honestly, and with integrity. Whilst equality legislation varies across the different countries in which we operate in, we want to ensure that employees from different ethnic and racial backgrounds, those with a disability and individuals from the Transgender community are supported and respected within the organization.
Follow us in our company to learn more about Banglalink and our career opportunities.
Thank you for your application. Please note that your resume will be stored with us for the purpose of present and future recruitments only.

Job Specification


Information Technology and Services - Dhaka, Bangladesh