Manager, Customer Experience

at  Ooredoo

THE COMPANY:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it’s a team that you can be part of.
At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people’s lives through cutting-edge communications.
Ooredoo’s future is bright, and you can be part of our ongoing success.

JOB SPECIFIC TECHNICAL SKILLS:

• 5-6+ required years of directly related experience, experience in operations either in customer care, retail or product marketing would be required.
• Ability to understand and balance customer insights and commercial targets in order to effect improvements in customer experience through influence and persuasion.
• Strong level of analytical thought and problem solving to bring forward innovative solutions.
• Ability to understand complex business environment but can simplify down to the core dimensions when trying to influence. Very comfortable dealing with all functions across company.
• Good grasp on business of service delivery so that simplification comes as second nature.
• Strong customer orientation and passion for putting the customer first. Willingness to learn new approaches and methodologies and use them in practice.
• Excellent communication skills in verbal, written in English and Arabic and formal presentation formats combined with ability to influence, facilitate and lead thinking up to executive and senior management levels.
• Some experience in developing customer surveys and analysing data and the ability to read and interpret general market data/metrics.
• Good knowledge of local market conditions and potential target market/customers.
• Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
• Good writing skills and development of presentations.
• Innovative and creative thinker.
• Excellent interpersonal skills and the ability to establish and build relationships quickly.
• MS Office.
• Visio knowledge is a plus.
• Knowledge of mobile products and services.
• Extensive Life on-line experience.

Drive the customer experience agenda at Ooredoo Kuwait. Assist with the design and assessment relating to the Customer Experience strategy implementation & roadmap to ensure customers have a consistent and delightful experience across Ooredoo’s touch points. The role will be accountable for differentiating Ooredoo Kuwait experience from reference competitors on ease, simplicity and uniqueness of experience.