Customer Experience Senior Specialist
Vodafone Egypt
Total years of experience :8 years, 2 Months
- Create Journey mapping as diagram that depict the stages that customers go through in interacting with a company, from buying products online to accessing customer services on the phone to airing grievances on social media.
- Take the lead/control role in all project phases (Technology, MarCom, Finance, Reporting, Cust. Care, …etc)
- Ensure that the implementation reflect the approved business case and Feasibility document
- Ensure proper and quality delivery of all projects. Identify any gaps expected and raise flag early enough (Risk analysis)
- Full awareness of the processes and procedures within the customer care, technology and commercial (the 3 main stakeholders) to ensure smooth implementation of CX projects.
- Govern the TNPS action to improve the (NPS) net promoter score
- Present the CX results, impact and plans quarterly to the CEO and EXCO members in the Customer Review Forum