Customer Experience Head

Grade: L4
Application Deadline: 14th October, 2018

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
 
Our Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 55 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we
 can empower millions more with the tools necessary to progress in an increasingly digital economy. 

What the first 30-60-90 days in the job will look like?
 
-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with a detailed orientation program where you will learn about Jazz’s core values, business, and products
Meet the relevant stakeholders concerning your team
Develop understanding of your division, function, its structure, and your role within the microcosm.
Develop understanding of the customer touchpoints & experience
 
-Within 60 days, you will:
Establish good relationship with relevant stakeholders of the team internal & external.
Development of high-level customer centricity strategy & vision
Set NPs, KPI’s, analyse gaps, monitor impact of actions plans, provide independent interpretation, and advise senior management
Develop & apply frameworks to review customer principles & customer impact of large-scale projects
 Lead the creation of journey maps & share the best practices
 
-Within 90 days to onwards you will:
Build synergies & frameworks from which all the stakeholders benefit
Establish a systematic process to reengineer customer journey’s and interaction across physical & digital touchpoints
Extend & share the customer centric vision across the company
 
 
A Bit About You:
We are looking for a highly driven person who would imbed customer centricity in the organization, by institutionalizing customer focus at all steps of value creation in the organization. If you are someone who can bring together the elements of art of understanding what humans need in different contexts, and the science of consistently delivering reliable and effortless experiences, then you would be a perfect fit.
We are looking for someone who has already delivered on challenging projects and has taken end-to-end responsibility from planning to roll out within customer experience domain.Prior experience of service design, design thinking or design methodologies will be preferred.
 
 
A Bit About Us:
At Jazz, we are rapidly scaling our ability to live our value of being Customer Obsessed. We are focusing on building effortless, intuitive and reliable experience for our customers at the conception/design stage of products and services, by anticipating our customer needs and possible pain points.
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The structure of the team you will join is:
·       A  member team (including the department head) with  sub teams
·       You will be part of a  member sub-team reporting to a manager

The two (02) main priorities of the team as a whole are:
·       Develop and build the customer experience design portfolio
·       Align focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together strategy and execution

With which other stakeholders the successful candidate will work with functional/regional/ within the team. What would be the result of those interactions if we assume 100% collaboration?
Ability to build strong relationships with External stakeholder, CX practitioners, academics, industry experts
Ability to build strong relationships with Internal Teams
 
The three (03) must have past experiences the best candidate should have.
Service Design
Customer Experience Journey
Design thinking
 
 The two (02) must have technologies the candidate should have.
Microsoft Office
CX software
 
Essential skills must have: 
Stakeholder Management
Strong purpose driven leadership & Team Engagement
Analytical & Presentation Skills
 
 


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