CHIEF CUSTOMER EXPERIENCE OFFICER

Position:      Chief Customer Experience Officer
Reports to: President & CEO
Level:          Senior Leadership Role
Grade:         L5
 
 
As one of the top 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
 
To continue and change the lives of our 55 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
 
What the first 30-60-90 days in the job will look like?
 
Within 30 days you will:
 
- You will attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
·  You will lead and/or direct specific customer research programs, foreseeing changing customer behavior/landscape & the influence of technology at varying points in a customer’s lifecycle.
·  You are expected to Initiate dialogue and other forms of engagement, to identify key concerns and issues in customer engagement and service delivery models from a customer’s perspective
·  You will meet with the Customer Services team to understand the strategy of the function in line with CEO strategy and company road map.
 
Within 60 days, you will:
 
·   You will Pro-actively review potential initiatives and emerging issues affecting customer-centric decisions leading to pre-emption of critical issues & taking steps to mitigate them ahead of time
·   You will advise senior leaders on changing & foreseeing customer measures, customer experience strategies, quantifying customer programs based on big data models.
·    You will make recommendations to improve, change or streamline current practices & processes to heighten customer experience and team productivity, while reducing unnecessary costs due to identified inefficiencies.
·    You are expected to create an entire framework of “experience” affecting a customer’s life cycle
  
Within 90 days to onwards you will:
 
·  You will have an end to end ownership of customer experience by working across all functions within the company to embed customer-centric mindset.
·  Build sustain strong relationship at every touch point within jazz; which includes but not limited to marketing, sales, customer care, technology, digital etc. And, if needed, other enabling functions in Jazz, whose internal processes may affect the outcome of the customer experience and journey
·  You will be responsible for ensuring that all functions in jazz understand and deliver against customer experience expectations on time, every time. We move fast, and we move smart. You must be comfortable going from strategic to tactical when our Customer and business need demands you to do so.
·  You will be required to introduce radical simplification of the customer processes to minimize and/or eliminate several contact points. And, come full circle to own the full life cycle of the customer 
·   This is “not” a customer services” role. Rather, a game changing, therefore, you are expected to come up with intuitive & innovative initiatives that can empathize & radically change our customer practices, policies, touch points & processes to view them from a customer’s eyes positively affecting their journey and life cycle.  
 
 
What we have done and what we will do with YOU
 
In the last one-year Jazz is a huge success story in terms of business transformation, we were market leaders and we still are market leaders but with huge margins specially after successful merger of Jazz and Warid.
  
A bit about you:
 
We are looking for someone who has a passion for customer experience. You are expected to be a mentor and a leader with a track record of hiring and motivating great teams. You should have the ability to articulate broader customer experience strategies across the organization and act as a highly-visible executive spokesperson.
 
You should be someone motivated to deliver challenging projects while managing the end to end responsibility from planning to roll out followed by feedback.
 
The four (04) main priorities of the team as a whole are:

·         Drive the organization to work together for optimum customer experience delivery.
·         Support leaders in their role as cultural leaders in the transformation journey.
·         Engage the organization in managing customer relationships, revenue, and profit.
·         Build a consistent and uniform customer experience across all touch points and channels.

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?

You will work with internal and external stakeholders usually with Sales, Customer Service, Technology, Digital regional businesses, B2B etc. to create a customer obsessed culture in the organization.
 
 The three (03) must have past experiences the best candidate should have.

·   Extensive experience of leading a fast-paced customer experience organization, with demonstrated results in driving enhanced productivity and improved operational metrics
·    A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication.
·    Extremely comfortable with customer interaction and building customer relationships with a strong Point of View of what customers want/need.
Must have technologies the candidate should have.T
 
·         You must be very comfortable with working of project management tools, technology elements and data
 
Essential skills must have: 
·          Data Analysis in order to review and analyse data and be able to extract meaningful insights
·          Data Presentation skills for being able to present data in order to make quick decisions  
·         Advance communication skills for managing cross functional projects.
·         Be prepared to challenge existing practices and redefine customer experience. Challenge the status quo.
·         Look at our customer journeys and transfer them to ensure relevance in the digital world. 


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