Description
Name of Job Vacancy:
Customer Experience Consulting Specialist
Department: Assurance & Managed Services Department
Job Description
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Responsible for CEO/CMO/CTIO/Customer Experience Executives engagement, explore leads and opportunities for CEM solution sales
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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
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Prepare and update consulting delivery documentation
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Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
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Prepare and update design documentation
Professional Related Working Experience
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Thorough understanding of operator's organization
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Strong understanding of customer experience management
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At least 8-10 years experience in operators' environment or professional customer experience consulting firms
Qualification Requirements
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Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering or marketing
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Language Skills: English
Competencies
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Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
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Able to work independently with minimum supervision and is resourceful
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Ability to conduct cost/benefit analysis, modelling techniques and methods
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Self-motivated and ability to work under pressure
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Good interpersonal skills
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Reliability and strong organizational skills are a must
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Strong attention to detail
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Ability to prioritize multiple tasks to completion
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Exhibiting initiative in achieving company goals and objectives
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Good working attitude and analytical skills
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Proficient in Microsoft Office