Lead Customer Experience

The position is responsible for Customer user experience on all channels, product journeys, and resolution of customer pain points.

• Manage the Customer Life cycle to ensure first class experience on all Airtel Money products.
• Develop customer retention programs.
• Continuously monitor and test customer journeys on various channels and participate in any related changes during UAT and postproduction sanity tests.
• Constantly review the efficiency of self-care services – IVR, website and APP.
• Benchmark and work with knowledge experts to introduce global best practices.
• Manage customer experience and service level agreements’ delivery across customer service teams.
• Monitor service operations and ensure achievement of targeted customer satisfaction ratings and churn targets.
• Ensure efficient and effective delivery of mobile commerce customer service operations.
• Prepare timely daily, weekly and monthly reports for different stakeholders ensuring timely submission.