Customer Service Team Lead at Luminor responsible for ensuring service quality and team performance in retail banking. Collaborating with cross - functional teams to foster growth and efficiency.
RP
Hybrid Customer Experience Manager
Posted last month
About the role
- CX Manager designing and rolling out NPS programs for B2B telecommunications. Collaborating across departments to enhance customer experiences through actionable feedback and improvement plans.
Responsibilities
- Design an NPS methodology specifically for the B2B Telco industry context, distinguishing between Relational NPS (overall partnership) and Transactional NPS (after installation or support tickets).
- Establish the "Inner Loop" (responding to individual feedback) and "Outer Loop" (structural improvements) processes across the organization.
- Execute the end-to-end rollout of the NPS program across all departments.
- Analyze qualitative feedback to identify root causes of friction in the B2B customer journey (e.g., service reliability, billing accuracy, or account management).
- Analyze NPS data alongside operational KPIs (churn rates, uptime, ticket resolution) to find correlations.
- Collaborate with department heads to create Service Improvement Plans (SIPs) based on detractors' feedback.
- Create high-impact dashboards for different stakeholders, highlighting the customer experience initiatives
- Present CX health reports to Senior Management, providing clear recommendations for capital investment or process changes.
- Work closely with Account Managers, Technical Support, and Field Engineers to help them understand their impact on the customer and implement "Closed-Loop" feedback practices.
- Serve as the internal voice that challenges the status quo whenever internal processes conflict with the customer's best interests.
- Ensure that agreed-upon process changes are actually implemented by the respective departments.
- Regularly audit and refine the NPS program to prevent survey fatigue and ensure the data remains relevant as the Telco market evolves.
Requirements
- 5+ years in Customer Experience, specifically within B2B Telecommunications, Managed Services, or IT Solutions.
- Proven track record of implementing and managing NPS programs from scratch. Deep understanding of "Closed-Loop" mechanics.
- Strong ability to synthesize complex data sets into simple, actionable executive summaries.
- Exceptional command of English (written and verbal). Ability to influence and negotiate at all levels of the organization—from technicians to the Boardroom.
- Familiarity with the Philippine business culture and the unique challenges of the local B2B Telco infrastructure.
- Bachelor’s degree in Business, Communications, Statistics, or a related field. Professional CX certification (e.g., CCXP) is a significant advantage.
Benefits
- HMO for you and your family
- Flex time is offered for some roles
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Loss Prevention Customer Service Associate focusing on preventing store loss and ensuring a positive shopping experience. Collaborating with management and maintaining store safety standards.
Customer Service Professional assisting policyholders with insurance inquiries and upselling services. Requires Allstate Insurance experience in a part - time hybrid role.
Medical Information Customer Experience Specialist providing high - quality technical and medical information at Pfizer. Supporting inquiries in healthcare and ensuring regulatory compliance with a customer focus.
Customer Support Specialist providing technical support for vending machines and payment issues. Handling inbound customer communications and ensuring a professional response with attention to detail.
Customer Service Representative in Kevelaer engaging Dutch clients and facilitating sales processes. Offering customer support and ensuring accurate record keeping in compliance with organizational standards.
Join Lloyds Banking Group as a part - time customer support representative in Lincoln. Provide face - to - face support while learning and growing within the organization.
Operations Support Specialist supporting department workflow and managing productivity for ComPsych with a flexible hybrid schedule.
Tier 1 Support Agent supporting Pet Care software customers through email, chat, and phone. Triaging requests and resolving common issues while ensuring exceptional customer experience.
Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.