Senior Executive Customer Experience

Company Name: Zong CMPak Ltd
Location: Islamabad
Posted by:

Alizeh Arif

Alizeh Arif

Department & Function: Customer Experience Management & Strategy

Position: Senior Executive Customer Experience

Location: Islamabad

Job Purpose:

• To understand customer usage and dormancy patterns to provide improvement recommendations for churn reduction;
• To assist in conducting customer satisfaction related research studies and performing different analyses.

Job Responsibilities:

• Granular analysis of customer usage and dormancy patterns across multiple dimensions to investigate reasons for churn;
• Regularly analyze quality of sales and provide improvement recommendations;
• Provide recommendations to Commercial and Technology teams regarding critical improvement areas;
• Understanding of research methodologies and research design;
• Ability to conduct internal/external surveys to gauge touch-point experience;
• Ability to assist the team in complex and multilayered research projects related to Customer Satisfaction, Mystery Shopping, Net Promoter Score and Focus Groups;
• Ability to analyze customer complaints and understand root cause of complaints to identify solutions that improve customer experience;
• Ability to interpret results of analytical insights and articulate complex concepts in simplified terms;
• Adept at data visualization, preparation of dashboards and journey maps;
• Assist the team in performing adhoc analyses.

 

Eligibility Criteria (Education, Knowledge, Experience and Skills):  

Education:

• Minimum Bachelors Degree in Business/Marketing or similar fields;
• Master’s Degree is preferred.

 

Work Experience:

• At least 5 years of experience in similar job role;
• Understanding of CSI, Customer Journey Mapping, Customer Life Cycle Management, CVM, Unica, SQL and Power B.

Job Specific Skills:

• Advance Excel;
• Proficiency on MS Office Toolsl;
• Understanding of Churn Control and Quality of Sales;
• Understanding of Data Science & Familiarity with Research Methodologies and Design;
• Understanding of Customer Complaints;
• Understanding of Telecom Systems.

 

Job Generic Skills:

• Solution oriented; 
• Strong time management skills;
• Ability to handle pressure;
• Good analytical and statistical skills;
• Team player who is flexible and adaptable, comfortable with multitasking.

• Seniority level

  Executive

• Employment type

  Full-time

• Job function

  Customer Service

• Industries

  Telecommunications