Experience Innovation Senior Executive at Banglalink

Dhaka, Dhaka Division, Bangladesh -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer experience management, Root cause analysis, Data-driven decision making, Incident management, Complaint resolution, NPS, FCR, SLA compliance, Cross-functional collaboration, Process optimization, Trend analysis, Customer feedback analysis, Telecom technology, Analytical skills, Problem-solving, Customer-centric mindset

Industry

Telecommunications

Description

Job Description * Identify and analyze customer pain points through research, customer feedback (VoC), complaint trend and frontline insights, conduct RCA and implement preventive actions to reduce repeat complaints and improve FCR * Lead end-to-end incident and complaint management, including severity assessment, rapid resolution, customer communication, and cross-functional coordination to minimize service impact and ensure SLA compliance * Handle high-priority escalations (regulatory, high-value customers, partners) with strong ownership, ensuring quality resolution and risk mitigation * Lead initiatives to enhance customer satisfaction by implementing standardized processes and experience frameworks across products and services. * Design and optimize end-to-end customer complaint processes, ensuring simplicity, consistency, and seamless interactions across all touchpoints. * Drive continuous experimentation and customer simulation to proactively identify gaps and improve service delivery. * Collaborate with Marketing, Technology, Customer Service, and Functional teams to align service enhancements with customer expectations. * Leverage data driven insights, CX KPIs and feedback loops to drive data-driven decisions and continuous improvement in customer experience. Academic Qualification * BBA/MBA/Masters in any discipline Job Experience Required * 2-3 years of experience in relevant experience preferably in telecom industry Required Capabilities * Strong customer-centric mindset with focus on innovation, defect elimination, and continuous CX improvement * Strong analytical and problem-solving skills with experience in RCA and trend analysis * Working knowledge of CX metrics such as NPS, FCR, SLA, and customer satisfaction drivers * Customer obsessed with full dedication to improve process by innovation and eliminate defects * Understanding of system capabilities and ability to align enhancements with future business needs * Ability to collaborate cross-functionally to achieve results at all levels * Strong prioritization and execution capability in high-pressure, dynamic environments * Basic knowledge on telecom technology > > Banglalink Digital Communications is one of Bangladesh’s leading telecom and > digital service providers, committed to transforming the way people connect, > communicate, and innovate. As a subsidiary of VEON, Banglalink combines global > expertise with a deep understanding of local needs to deliver cutting-edge > services to millions of customers across the country. > Our Employer Value Proposition (EVP) is ‘Lead the Future’, and this is > reflected in all levels of our organization. Our workplace is designed to > inspire and empower individuals, creating an environment where ideas thrive, > contributions are valued, and innovation flourishes. We encourage every team > member to take initiative, explore new possibilities, and grow both personally > and professionally in a fast-evolving digital landscape. > At Banglalink, we are committed to foster a supportive and inclusive culture > that celebrates diversity and encourages collaboration. We actively create > opportunities for all individuals to succeed, while our learning initiatives > and digital upskilling programs, ensure our people are equipped to excel in > their careers and shape the future. > Banglalink is a place where innovation, agility, and understanding come > together to create meaningful impact. Join us and be part of a team that’s > reshape the future of connectivity and digital transformation.

Responsibilities

The role involves identifying and analyzing customer pain points to implement preventive actions and improve service delivery. It also requires leading end-to-end incident and complaint management while collaborating with cross-functional teams to enhance overall customer satisfaction.