Lead, Customer Experience
ref :L9W4YY86 | 17 Feb 2025
apply before : 17 May 2025
Giza Egypt - Egypt
Purpose of the job
Envisioning and shaping a better Customer Experience for Orange B2B customers across all customer touch points and channels (Digital/Customer Care/Retail/USSD/IVR). The candidate will liaise with resources to drive the development and delivery of necessary content and functionality to increase customer satisfaction levels.
Duties and responsibilities
Identify customer pain within B2B Orange products and services through several testing to the customer journey across all touchpoints. Develop an enhancement project to enhance customer journey/experience and close all negative gaps. Interface with Commercial in launching new projects to ensure proper customer journey design is in place. Follow up the development/deployment with Technology Report the project impact on customer satisfaction/impact on NPS Run tests (UAT) to validate the output of the designed customer journey Develop deep customer insights using quantitative and qualitative data to support recommended improvements and represent the customer voice and interest inside the company. Conduct or request regular content and functional analysis/test of product, service and channels to ensure accuracy and relevancy of current functionality. Develop guidelines to establish and maintain a positive Customer Experience while designing a new product or offer. Ensure brand consistency and tonality in delivering projects to end-customer. Run the assessment (including collecting VOC data) on time and deliver the report to Head of department on weekly basis. Analyze the Voice of Customer data (surveys, complaints, social media activity)
Job specification
Education
Bachelors degree from a recognized university in one of the following fields: Business, Marketing or Economics
Experience
General knowledge in the telecommunication market is preferable
Skills and abilities
Very good English both spoken and written. Very good computer skills.
Able to work effectively with teams across the organization. Excellent communication skills (face-to-face, over the phone and written). Multitasking capability (Is able to manage several activities concurrently). Ability to synthesize and articulate ideas.
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees
