Manager - Customer Experience

Education:

• First degree in Business Admin, IT, Telecom Eng, Marketing or any other related discipline
  

• Certification in Project Management will be an added advantage
  

Work Experience

Minimum 5 years’ experience which includes:

• Minimum of 3 years’ experience in a related area of specialization; with experience in supervising/managing others
  
• Experience working in a medium to large organization
  
• Experience in Customer data analytics, Customer insights management & Statistical analysis will be an advantage
  
• Customer Service or Experience Orientation
  

Financial Perspective

• Support the Shareholder return strategy by developing and implementing CEX Processes that are aligned to achieving all elements on the business score card. (I.e. Net Promoter Score ( ), Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  
• Serve the Division’s internal customers and provide solutions to improve customer experience.
  
• Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes
  
• Liaise with Senior Management in MTN Uganda CEX to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda
  
• Review and measure key customer satisfaction indices from successful execution of CEX projects
  
• Liaise with other teams to carry out performance assessments, solve problems and identify opportunities for improvement in High Volume Customer journeys
  
• Track process, product, structure & design optimization resulting from Transactional surveys.