Role Purpose:
The regional CX role for Home will bridge the gap between HQ and local execution in the Circle. The role will own the end-to-end customer journeys and operations for Home (HiFi Fiber and HiFi Air) in the Circle driving both satisfaction and operational efficiency.
Key Responsibilities:
Prioritization & Impact Management
- Establish and maintain governance frameworks for CX initiatives.
- Track progress of CX projects across departments (Product, Technology, Operations, Marketing, etc.).
- Ensure initiatives follow agreed timelines, milestones, and deliverables.
- Manage risk tracking, issue resolution, and escalation when necessary.
Cross-Functional Coordination
- Act as a central coordination point between HQ CX for any customer related issues including handling of customer cases /escalations in the Circle.
- Align stakeholders including HBB Product/CVM, Customer Care, Operations and Customer Journeys, Network and IT
- Facilitate regular working group meetings and leadership updates to HBB Head in the Circle incl Head of Circle as and when needed.
CX Program Tracking & Reporting
- Provide regular updates and dashboards to HBB Home leadership incl Head of Circle
- Track KPIs such as:
- Customer satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer complaints / churn drivers within Circle
- Initiative delivery progress for Circle based initiatives
- SLAs non-compliance for Tickets and Activations
Customer Journey and Operations Improvement
- Support teams in identifying customer pain points across journeys and give report/feedback to HBB CX in HQ
- Coordinate initiatives that improve end-to-end customer experience
- Ensure any improvements are measurable and linked to overall CX metrics for Home.
Stakeholder Communication
- Prepare leadership presentations and updates.
- Ensure transparency on progress, challenges, and opportunities.
- Drive alignment across senior stakeholders within HBB Home structure on CX Agenda
Qualification:
- Bachelor's Degree in Business Administration, Management, Marketing, Engineering, Information Systems, or a related field.
- A Master's degree (MBA or similar) is an advantage but not mandatory.
- Certification in Project Management but Optional (Prince2/Scrum/Agile Squads)
Related Experience:
- Experience in Customer Experience Excellence e.g. Journey mapping and Operations and Analytics
- Background in Telecom, Digital Platforms, or Customer Operations and Analytics
- Familiarity with CX metrics (NPS, CSAT, CES, SLAs)
- Related
Skills:
- Ability to prioritize initiatives based on business impact
- Experience dashboards, and reporting
- Strong stakeholder management and cross-functional collaboration
- Analytical thinking and problem solving
- Ability to translate customer insights into actionable initiatives
- Strong communication skills
