Sector: Customer Service
Experience: 4 to 6 Years
Senior Executive Customer Experience job is available in Islamabad for one of the leading Telecommunication Company. Candidates who have BBA/MBA degree along with the experience of 4 to 6 years in relevant domain are required.
The job role of Senior Executive Customer Experience is to understand customer usage and dormancy patterns to provide improvement recommendations for churn reduction as well as to assist in conducting customer satisfaction related research studies and performing different analyses.
- Granular analysis of customer usage and dormancy patterns across multiple dimensions to investigate reasons for churn.
- Regularly analyse quality of sales and provide improvement recommendations.
- Provide recommendations to Commercial and Technology teams regarding critical improvement areas.
- Understanding of research methodologies and research design.
- Ability to conduct internal/external surveys to gauge touch-point experience.
- Ability to assist the team in complex and multilayered research projects related to Customer Satisfaction, Mystery Shopping, Net Promoter Score and Focus Groups.
- Ability to analyse customer complaints and understand root cause of complaints to identify solutions that improve customer experience.
- Ability to interpret results of analytical insights and articulate complex concepts in simplified terms.
- Adept at data visualisation, preparation of dashboards and journey maps.
- Assist the team in performing adhoc analyses.
- Business intelligence
- Customer Value Management
- Clear understanding of churn prediction, dormancy and forecasting
- Advanced Excel and PowerPoint
- Knowledge of SQL
- Churn pattern analyses and reporting
Apply at firstname.lastname@example.org
Kindly mention the job title Senior Executive Customer Experience in the email.
Last date to apply for the job is 20th November, 2019
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