Role Overview:

Key member of the customer experience team in a retail telecom company, dedicated to analyzing customer interaction data to improve human-digital engagement strategies.

Utilize domain expertise to lead initiatives that enhance customer satisfaction and drive innovative solutions in customer service.

Collaborate closely with both the customer experience and technical development teams to brainstorm and implement new ideas that align with customer expectations and company goals.

Key Responsibilities:

Analyze detailed customer interaction data across various platforms to identify trends, pain points, and areas for improvement in the customer journey.

Propose and implement enhancements to human-digital engagement strategies, ensuring they are personalized, efficient, and aligned with customer expectations.

Lead brainstorming sessions with the development team to refine and expand upon proposed digital engagement solutions, ensuring they are innovative and practical.

Develop and maintain metrics to measure the effectiveness of digital engagement strategies, adjusting approaches based on data-driven insights.

Serve as the voice of the customer within the company, advocating for changes and improvements that enhance the overall customer experience.

Collaborate with the marketing, sales, and technical teams to ensure a cohesive and comprehensive approach to customer engagement.

Required Skills and Experience:

Proven experience in customer experience or customer service roles within the retail telecom industry or in a related customer-facing field.

Strong analytical skills with experience in data analysis and the ability to turn data into actionable insights.

Excellent communication and collaboration skills, with the ability to work effectively across different teams and levels of the organization.

A deep understanding of customer behavior and expectations in the telecom sector in brick-and-mortar settings.

Proficiency in using customer relationship management (CRM) tools and data analysis software.

Preferred Qualifications:

Experience with digital transformation projects, particularly those involving AI, machine learning, or digital avatars.

A track record of successfully implementing customer experience improvements that have led to measurable increases in customer satisfaction.

Bachelors or higher degree in Marketing, Business Administration, Communications, or a related field.

Certifications in Customer Experience Management (CXM) or similar.