Representing and champion the Customer within Orange Business Services
Fully understanding the nature of the Customer’s business and the applications they operate over the Orange Business Services network. Working in partnership with the Customer will increase service optimization and ensure that services provided continue to be appropriate for the Custome
To define a future state vision for the customer experience, and developing strategies aligned to that vision.
To understand/define/refine the customer expectations and develop "treatments", based on insight into customer behaviors and propensities.
Translate treatments into business rules that define how each type of interaction should be handled for each customer .
to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
to analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
Designing customer experiences (CE), that reflect the Orange way of customer service
Translating high level experience design into specific actions which customers will receive for each type of interaction, throughout their relationship
Executing CE assessments and gap analyses (NPS, VOC, Best Practices, Competitive)
Producing the Customer Experience Life Cycle and touch-point Maps and Interaction Occasions
proactively working with the customer to improve services and those Orange Business Services procedures governing provision of these services
perform proactive analysis to assess current state of customer deliverables and channelize resources to improve. Here are the broad areas:
root cause analysis
proactive problem management
customer health check
proactive health dashboard
about you
Excellent customer service skills
Good leadership skills
Ability to build relationships with peers ,stakeholders and the management
Excellent interpersonal skills
Good time management, organizational and communication skills
Ability to work under pressure and deal with multiple tasks concurrently
Proactive, self-motivated, and able to create value propositions.
Analytical and quantitative skills
Matrix Management
additional information
University Degree
ITIL desired
Excellent verbal & written communication skills in English
5 – 6 years of work experience, at least 3 years in telecom domain