Program Manager Enterprise PMO

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Purpose:

This role is responsible to ensure company sustenance and growth in value using Customer Experience (CE) as a primary lever through effectively designing & running structured Voice of Customer programs and overseeing other Customer Experience enhancement initiatives.

ROLE ACCOUNTABILITIES:

  1. Designs & executes ways of data collection from various sources and methodologies both primary and secondary data from which CE indicators can be obtained through supervised and unsupervised search queries.
  2. Assimilates data in a clean, meaningful and organized form such that it is readily available for analysis and provides the right actionable outcomes.
  3. Forms an input into the regular roadmap of activities.
  4. Drives CE Initiatives, use cases definition, Business cases / ROI analyses & prioritization.
  5. Designs & implements the structured VOC collection and unstructured customer feedback, sentiment analytics, etc.
  6. Coordinates and oversees mystery shopping audits and their effectiveness.
  7. Clearly articulates the problem statement and the outputs of what is to be achieved once implemented with measurable KPIs.
  8. Lists out all the customer journeys and wireframes and imbibes them into the customer services offering process.
  9. Formulates a mechanism to periodically test the effectiveness and the efficacies of the process with the desired KPIs as output and constantly strives to refine and transform such that the optimal result is achieved.
  10. Designs and implements the right KPIs covering lead and lag indicators as well as pre-emptive, predictive, and prescriptive measures - with minimum coverage of but not limited to NPS, CSAT & VOC.
  11. Collaborates with analytics, product, sales, operational excellence, and IT / Technology teams to work in cohesion and propose thoroughly corroborated plans / programs to be implemented on customer life cycle, order to fulfilment, touch points making find, use and buy journeys consistent and seamless across all channels.
  12. Obtains regular feedback from Finance, Strategy, and HR to learn customer touchpoints pain points and incorporate into the program to exceed expectations.
  13. Creates a channel to learn from OG OPCOS and incubate and industrialize the ideas which are working and yielding significant results. (Pan–Ooredoo).
  14. Progressively collaborates with partners and vendors to bring in industry best practices and new world order techniques to implement best in breed CE initiatives.
  15. Demonstrates a clear understanding of the collection of factual information and the requisite tools to collate this information in a data storage repository utilizing the available company resources like DWH, Hadoop platform, etc.
  16. Timely and efficacious presentation of the KPIs such that the root causes of inferior performance indicators are identified and future occurrences are avoided or eradicated.
  17. Constantly innovates and exhibits aptitude for big data and the associated usage of the feature from enabling, extracting, automating, and storytelling point of view.
  18. Acts as a flag bearer for change in mindset and proliferating CE trait as our key differentiator across the whole organization.
  19. Is an advocate of CE, but first understands the root cause of poor CE and instills a culture across the organization, promoting customer FTRST mindset and/or customer is always right attitude and resolve issues from that perspective.
  20. Owner of CE program and accountable for relevant platforms rollout as per strategy laid out by Ooredoo and the associated processes and SOP to make the program rollout successful and as per timelines.
  21. Responsible for CE journeys, processes, and wireframes.
  22. Promotes digitization and automation.
  23. Exhibits leadership traits, is a role model, and an industry expert who is capable of working as a key team player and delivering tasks on time.

Minimum Experience, Essential Knowledge & Skills:

  • 10 years' experience in a similar role.
  • Experience and knowledge in customer care, retention, and operations and knowledge of defining Customer Journeys.
  • Prior exposure and extensive experience in managing Customer Experience Improvement programs.
  • Strong understanding and hands-on experience in managing Voice of Customer (VOC) programs.

Minimum Entry Qualifications:

Bachelor's Degree in Business Administration, Marketing, or Engineering.

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