Permanent Senior Manager – Head of Customer Experience – MTN Careers
Job Description
MTN Careers – Engineer – Senior Manager – Head of Customer Experience
Position Overview:
As the Senior Manager – Head of Customer Experience, you will be responsible for leading the customer experience strategy within the Converged Solutions business unit. You will oversee SLA management, service helpdesk operations, and incident & problem management, ensuring that MTN delivers exceptional, customer-centric service that aligns with business objectives. This leadership role requires strategic vision, operational excellence, and a relentless commitment to improving the customer journey.
Key Responsibilities:
- Strategic Leadership & Implementation
- Develop and execute the Customer Experience (CX) strategy, aligning with the Converged Solutions business unit’s objectives to drive customer satisfaction and continuous improvement.
- Identify critical customer touchpoints and areas for improvement, ensuring a seamless experience across the customer journey.
- Collaborate with senior leadership and various departments to integrate CX initiatives into broader business goals.
- Regularly assess and refine the CX strategy to remain competitive and future-focused, incorporating new technologies and customer insights.
- Set and drive strategic goals for service operations to optimize efficiency, productivity, and operational readiness.
- Lead change management efforts in line with CX strategy implementation.
- Customer Service Operations Delivery Excellence
- Lead a cross-functional team to deliver outstanding customer service, removing obstacles to achieve business goals and ensure efficient operational systems.
- Oversee service helpdesk operations, ensuring fast, efficient, and customer-centric support.
- Develop and manage Service Level Agreements (SLAs) for internal and external targets, ensuring performance standards are met.
- Lead incident and problem management functions, conducting root cause analysis and implementing corrective actions to prevent future disruptions.
- Ensure consistent service delivery that meets customer expectations and business objectives.
- Continuous Improvement & Innovation
- Lead initiatives to incorporate new technologies into customer support processes, ensuring alignment with operational goals and enhancing the customer experience.
- Drive continuous improvement by analyzing customer feedback and implementing changes based on insights.
- Participate in industry communities and conferences to share knowledge and position MTN as an intellectual property leader in customer experience.
- Research and integrate best practices and innovations to continually improve service delivery.
- Customer Experience and Satisfaction
- Monitor and analyze customer satisfaction metrics (CSAT, NPS), identifying trends and actionable insights to improve customer loyalty and experience.
- Develop strategies to address pain points in the customer journey, collaborating with cross-functional teams to resolve issues.
- Track and report on customer satisfaction initiatives, providing insights to senior leadership.
- Cost Control & Budget Management
- Develop and manage budgets to ensure a return on investment in customer experience initiatives, ensuring alignment with business objectives.
- Monitor and control costs to optimize resources and maximize efficiency.
- Governance, Policies, and Procedures
- Design and implement policies and procedures that align with MTN’s overall strategy and operational standards.
- Ensure compliance with company policies, regulations, and industry standards, proactively identifying risks and mitigating issues.
- Manage escalations and resolve complex service delivery challenges, ensuring minimal impact on customer satisfaction.
- People Leadership and Management
- Set clear goals and KPIs for the team to foster high performance and accountability.
- Attract, develop, and retain top talent, creating a high-performance culture focused on continuous improvement and customer-centricity.
- Provide leadership, guidance, and coaching to team members, building a culture of collaboration, professionalism, and excellence.
Qualifications:
- 3-year degree or 4-year tertiary qualification (Technical/Commercial) or related field.
- Master’s Degree in Business Administration (MBA) or a Postgraduate qualification in Customer Experience, Service Design, or Technology Adoption (preferred).
Experience:
- Minimum of 10 years in customer experience management or a similar role in a complex, technology-driven environment.
- Proven track record in operational readiness, service delivery management, SLA compliance, and customer support.
- Experience leading incident and problem management functions with a focus on proactive problem-solving and continuous improvement.
- Experience managing cross-functional teams in a telecommunications or technology environment is highly desirable.
Required Skills:
- Customer Journey Mapping
- Customer Relationship Management
- Incident and Problem Management Systems
- Project Management
- SLA Management and Reporting
- Service Management Tools
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