Description
Job Description
Responsible for SOC transformation portfolio plan
Using customer experience consulting methodologies, eg: subjective survey, customer journey mapping, KBO-KBI-KPI metrics modelling, use case design review operator's customer experience management maturity and analyze gaps
Prepare and update consulting delivery documentation
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
Ability to communicate with CTO about SOC transformation
Professional Related Working Experience
Thorough understanding of operator's O&M organization
Strong understanding of customer experience management
Real SOC transformation case in operators
At least 8-10 years experience in operators' environment or professional customer experience consulting firms
With experience in O&M or Customer Care is in priority.
Strong ability of development/innovation of new services/use cases.
Familiar with M2M, Cloud service, BSS, Digital service etc.
Qualification Requirements
Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering or marketing
Language Skills: English
Competencies
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
Able to work independently with minimum supervision and is resourceful
Ability to conduct cost/benefit analysis, modelling techniques and methods
Self-motivated and ability to work under pressure
Good interpersonal skills
Reliability and strong organizational skills are a must
Strong attention to detail
Ability to prioritize multiple tasks to completion
Exhibiting initiative in achieving company goals and objectives
Good working attitude and analytical skills
Proficient in Microsoft Office