Primary responsibilities
1. Strategic Leadership:
• Develop and implement a customer experience strategy aligned with the company's business
goals and objectives.
• Lead and inspire cross-functional teams to deliver exceptional customer experiences.
2. Stakeholder Collaboration:
• Collaborate with internal teams, including engineering, sales, and marketing, to align customer
experience initiatives with overall business strategies.
• Build and maintain strong relationships with ISPs, understanding their needs and challenges.
3. Issue Resolution & Crisis Management:
• Act as a point of contact for complex issues that arise between our underlying network
infrastructure and ISPs' interface with end-user consumers.
• Facilitate communication and collaboration to resolve issues promptly.
• Develop and implement crisis management plans to mitigate customer impact.
4. End-to-End Experience:
• Ensure a holistic approach to customer experience, considering the entire B2B2C journey from
our infrastructure to the end-user.
• Implement strategies to improve service delivery and reduce customer pain points.
5. Data Analysis and Insights:
• Utilize customer feedback, data analytics, and market research to identify areas for
improvement.
• Translate insights into actionable plans to enhance the overall customer experience.
6. Continuous Improvement:
• Implement continuous improvement initiatives to optimize processes and systems related to
customer experience.
• Drive innovation to stay ahead of industry trends and customer expectations.
7. Customer Journey Mapping:
• Analyze and map the end-to-end customer journey to identify pain points and opportunities
for improvement.
• Implement strategies to streamline and enhance the customer experience at each touchpoint.