What s the Role?
Reporting to the Chief Customer Officer ( CCO ), the VP, Customer Experience will lead a small multi-faceted team to design and support the customer experience programs and efforts across all OpCos as well as centralized global programs / transformations.
The team will focus on a customer first transformation and change management. This position will closely collaborate with commercial and OpCo leaders in providing seamless interactions and mutual value to our customers.
Preferred education :
Graduate level (Bachelors or higher) degree in Business or marketing or related field, with significant experience in customer-management roles or consulting experience leading enterprise scale digital first transformations.
MBA, Certified Customer Experience Professional (CCXP), and / or Lean / Six-Sigma training preferred
Specific Knowledge & Experience :
Proven track record in driving end-to-end customer first transformations, with tangible outcomes in churn reduction, ARPU increase and reduction in cost-to-serve
Very strong analytical skills, ability to digest high amounts of data / complexity and create transparency and simplicity
Action-bias, ability to boil the analytical insights down to a robust action plan
Exceptional communications skills and empathy to effectively align with a broad set of stakeholders with very different perspectives (different markets, different business, different functions, different levels)
Expert in leveraging agile ways of working to drive outcomes fast
Ability to build up a high potential team that attracts young top talent across the company
Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
Proven ability to manage diverse efforts’ synergies.
Experienced in navigating ambiguity and change with an entrepreneurial mindset.
Track record of customer-centric decision-making.
Strong background in customer research and analytics techniques, customer strategy, process improvement and performance management.
Track record of frequent personal interactions with customers.
Tech-savvy in evolving technologies.
Comfortable with public speaking and facilitating large group sessions.
Work experience in multiple P&L units or multiple functional areas, such as marketing, quality, service, etc.
Skills & Abilities :
Co-creates and executes Strategy :
Implements on the CEX objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company
Innovates with a customer focus :
Surprises and delights our customers and innovates based on the needs of tomorrow
Entrepreneurial Drive for Results :
Tenacious and relentless in their drive for results. Striving to achieve simplicity for our customers and employees
Lives One Company :
Works across our matrix / footprint to achieve the best outcome for the business, our customers, employees and shareholders
Leads and Inspires :
Authentic, transparent and considerate. Works hard to create a Winning Team
Resilient Approach :
Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency
Propose ambition and strategy for customer first transformation, and the Customer Experience ( CEX ) playbook for new integrations
Measure customer experience across the lifecycle : Establish common currency and KPIs, baselining, forward-looking (early warning indicators)
Drive actionable insights from measurement by market and across markets to identify and drive interventions, to transform customer experience, together with markets and functions, both short term as well as mid term ( continuous improvement’)
Define, align and (co-)lead key CEX initiatives across the LBGUPS lifecycle and channels (Learn, Buy, Get, Use, Pay, Support)
Provide overview of holistic transformation roadmap and ensure transformation delivery
Effectively align with a wide range of stakeholders in functions (IT, network, people, finance and others), businesses (pre-paid, post, fixed, TV, B2B), markets (>
20 markets) and levels (from C-level to operational)