Manager Customer Experience Digital - Mass Market Segment

About the role

du is looking for a Manager Customer Experience Digital for its Mass Market segment in Dubai. The role owns the digital customer experience and digitization roadmap, driving app and online adoption, digital recharge, e-shop performance and digital self-service, and turning customer feedback into improvements.

Key responsibilities

• Drive digital adoption across the Mass Segment, focusing on app and online penetration, digital recharge, e-shop performance and digital self-service.
• Design customer journeys for new propositions, campaigns and services, and continuously improve existing journeys across digital and assisted touchpoints using customer feedback and performance data.
• Own the Mass Segment CX and digitization roadmap, set priorities and drive initiatives through to delivery with Digital, Technology, Channels, Customer Care and other teams.
• Set and maintain customer-experience standards across channels, including Level 1 journey designs, CE guidelines within the PLM process and channel responsibilities.
• Own NPS and CSAT performance, track drivers, report progress and risks, and turn feedback into improvement actions.
• Monitor the customer experience after launch, coordinate corrective actions and close improvement plans, bringing customer evidence into business decisions.

Required profile

• Minimum bachelor's degree in marketing, business administration, telecom engineering or another relevant field.
• At least 7 years of experience, with at least 5 years in a marketing or experience role, preferably in the telecom industry.
• At least 5 years of experience designing customer experience for consumer customers.
• At least 5 years of line management or project management experience focused on customer experience themes.