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Banglalink
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Summary
- Vacancy: 1
- Location: Dhaka
- Experience: 5 to 8 years
- Published: 23 May 2024
Requirements
Education
- BBA/MBA/Masters in any discipline
Experience
- 5 to 8 years
Additional Requirements
- Person with disability are encouraged to apply
- Professional certification on required experience will be an added advantage
- Experience- 5+ years of experience in relevant experience preferably in telecom industry
- Having on hand expertise on UX-UI –
- Experience on digital customer journey design & improvements Required Capabilities- Understanding of customer journey mapping & user experience testing procedure in digital footprints
- Strong knowledge on UX & UI and self-service design for digital touch points (e.g. App, web, OTT etc.)
- Knowledge on CVM activities, latest initiatives, contextual marketing, self-care services
- Good knowledge on AI/ML BOT capabilities enhancement considering future business focus
- Customer obsessed with full dedication to improve process by innovation and eliminate defects
- Full understanding of customer journey mapping & user experience testing procedure
- Good knowledge on system capability enhancement considering future business focus
- Sound knowledge on NPS and customer satisfaction measurement KPIs
- Strong understanding of project management concepts, with focus on planning, progress tracking & communication/reporting
- Ability to prioritize and focus delivery group on the tasks at hand
- Excellent verbal and written communication skills and able to communicate up and across the organization working with senior staff members and front-line employees.
- Proven ability to perform well under pressure and highly self-motivated
- Knowledge on telecom technology
Responsibilities & Context
- Collect customer pain points by testing products, communication, conduct surveys & coordinate with customer facing units (Contact Center, Customer Care) to gather information
- Explore & recommend existing/new system capabilities considering future business focus (e.g. AI/ML enabled bot, digitize self-service etc.)
- Bring improvement and innovative solution in digital touch points to resolve customer pain points
- Support Head of Customer Journey & Experience to work with executive members to forge understanding of commercial decisions/impacts at stake.
- Conduct studies and research to discover new techniques necessary for improving customer experience
- Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in designing efficient customer lifecycle
- Planning system capability enhancement considering future business focus
- Lead the initiatives to grow traffic to digital touchpoints
- Education & Certification- BBA/MBA/Masters in any discipline
Compensation & Other Benefits
As per Company Policy
Employment Status
Full Time
Job Location
Dhaka