Job Purpose The Head of Digital & Customer Experience is responsible for leading the company’s digital transformation and end-to-end customer experience strategy. This role ensures that all digital platforms, channels, and customer journeys are designed to deliver a seamless, consistent, and superior experience across B2C and B2B telecom services. Reporting directly to the CEO, this position plays a critical role in driving customer satisfaction, loyalty, revenue growth, and operational efficiency through digital innovation and data-driven experience management.
Key Responsibilities Digital Strategy & Transformation Develop and execute the company’s digital roadmap aligned with corporate strategy and CEO priorities. Lead the transformation of customer-facing digital platforms (mobile apps, portals, websites, CRM, self-care, chatbots, etc.). Ensure digital solutions support telecom services such as connectivity, cloud, ICT, cybersecurity, and managed services. Drive automation, AI, and data-driven initiatives to improve customer interactions and internal efficiency. Customer Experience Leadership Own the end-to-end customer journey across all touchpoints (sales, onboarding, service, billing, support, retention). Define and implement CX standards, frameworks, and KPIs (NPS, CSAT, churn, digital adoption, etc.). Identify customer pain points and lead cross-functional initiatives to improve satisfaction and loyalty. Ensure consistency of experience across retail, call centers, digital channels, and enterprise account management. Data, Insights & Performance Establish dashboards and analytics for digital performance and customer experience. Use customer data, behavior, and feedback to drive continuous improvement. Present CX and digital performance reports to the CEO and executive management. Stakeholder & Cross-Functional Leadership Work closely with IT, Network, Marketing, Sales, Finance, and Operations to align digital and CX initiatives. Lead vendors, system integrators, and technology partners delivering digital platforms and CX tools. Act as the main CX and Digital advisor to the CEO and leadership team. Governance, Risk & Compliance Ensure all digital and customer platforms comply with telecom regulations, data privacy, and cybersecurity standards. Manage digital transformation budgets, timelines, and vendor contracts.
Key Requirements Bachelor’s degree in Business, IT, Engineering, or related field (Master’s is preferred). Minimum 10–15 years of experience in digital transformation, customer experience, or IT-enabled business transformation. Strong background in telecom, ICT, or technology-driven service organizations. Proven experience leading large-scale digital platforms (CRM, self-care, omni-channel, mobile apps, data platforms). Solid understanding of telecom customer journeys (B2C & B2B), service assurance, and billing systems.