Senior Manager User Experience

Full Time

Applications are invited from suitably qualified persons to fill the position of Senior Manager User Experience to be attached to our Home Solutions and Fixed Networks.

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Qualifications

 

  • Bachelor’s degree in Marketing or related field
  • 2+ years’ experience in a customer centric role
Accountability Objectives

The Senior Manager for User Experience will provide support to the COO Home Solutions and Fixed Networks on improving and maintaining the customer’s experience with their home and fixed services.

Major Duties
  • Strategizing, designing and implementing initiatives to improve customer satisfaction
  • Ensuring and implementing customer loyalty programs
  • Driving a customer-centric culture throughout the organization
  • Responsible for all retention efforts to ensure churn rates are kept low or within industry standards
  • Develop and implement CX strategies
  • Analyze customer feedback and data
  • Lead the cross functional teams toward customer service quality assurance
  • Overseeing and improving customer service operations
  • Improving customer satisfaction metrics
  • Collaborate with other departments to ensure a cohesive customer experience across all touchpoints
  • Develop and manage key performance indicators to measure the success of customer experience initiatives and provide regular reports to senior management
  • Stay up-to-date with industry trends, best practices and technologies related to customer experience management
  • Conduct market research to identify emerging trends
  • Training and mentoring junior CX team members
  • Liasing with vendors or technology partners to implement CX solutions
  • Participating in events and conferences to stay updated on best practices
  • Collaborating with marketing teams on customer communication strategies

 

Salary Scale

The successful applicant will receive an attractive remuneration & benefits package.

Applications should be sent by electronic mail to resumes@gtt.co.gy with the subject line: “APPLICATION – Senior Manager User Experience” addressed to the Senior Business Partner.

 

Only Shortlisted candidates will be contacted.