Group Head Customer Experience & Teleservices

Job Purpose :
To lead the design and delivery of end-to-end customer experience for Home (FTTH) services, ensuring excellence across digital, retail, and contact center touchpoints through customer-centric strategies, process optimization, and continuous improvement initiatives.

Main Responsibilities :
- Lead the formulation and execution of end-to-end customer experience strategies for Home (FTTH), ensuring seamless and consistent service across all customer touchpoints.
- Orchestrate digital, retail, and contact center experience initiatives to drive satisfaction, loyalty, and operational excellence.
- Establish and monitor customer experience performance indicators (NPS, CES, CSAT) to identify insights, pain points, and prioritize improvement actions.
- Collaborate with Marketing, Sales, Operations, and Technology teams to embed customer insights into product design, process optimization, and service delivery.
- Drive a customer-centric culture and continuous improvement programs across functions to enhance engagement, empathy, and service excellence.