Banglalink
Banglalink
Banglalink
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Summary
- Vacancy: 1
- Location: Dhaka
- Salary: Negotiable
- Experience: 4 to 6 years
- Published: 23 Jun 2024
Requirements
Education
• BBA/MBA/Masters in any discipline
• Professional certification on required experience will be an added advantage
Experience
- 4 to 6 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 will be preferred –
- Experience on digital customer journey design & improvements will be added advantage Required Capabilities-
- Full 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.) –
- Good knowledge on system capability enhancement considering future business focus –
- Outstanding analytical and problem-solving skills –
- Thorough knowledge of process improvement –
- Strong understanding of project management concepts, with focus on planning, progress tracking & communication/reporting –
- Demonstrated ability to collaborate cross-functionally to achieve results at all levels – 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 – Basic knowledge on telecom technology
Responsibilities & Context
- Identify and prioritize the most critical gaps in providing an enhanced customer experience; lead the development of a roadmap to address root-causes and redesign journeys.
- Provide recommendations, present, and influence relevant stakeholders to address gaps.
- Translating business requirements and customer research into detailed definitions, documentation, and functional design concepts.
- Creating and implementing efficient solutions across products, platforms and channels to optimize the customer journey based on experience testing.
- Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in designing efficient customer lifecycle.
- Conduct studies and research to discover new techniques necessary for improving customer experience.
- Leverage voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advise on approaches to eliminate and positively enhance customer interactions.
- Define and implement standards/procedures for ensuring optimal customer experience and test it with end customers.
- Planning system capability enhancement considering future business focus
- Enhancing digital channel capability to serve customer current & future needs
- Ensure the highest level of customer satisfaction in traditional (USSD, IVR, Call Center etc.) & digital (App, Web, Chat, OTTs etc.)
Compensation & Other Benefits
As per Company Policy
Employment Status
Full Time
Job Location
Dhaka