Head of Customer Experience in telecom

The employer is a major mobile operator operating in a high-growth emerging market.

• Define and drive the CX strategy across the entire customer lifecycle;
• Own priority customer journeys and ensure cross-functional accountability;
• Challenge product, digital, and process changes through a customer lens;
• Use NPS, tNPS, VOC, CSI, and CJM audits to demand corrective actions;
• Lead CX governance, including the CX Council, VOC, and Journey Governance;
• Escalate risks to the Executive Committee and Board;
• Influence without direct authority, build a customer-centric culture, and turn insights into measurable improvements in loyalty and customer effort.

• 10+ Years in CX, customer operations, or digital roles;
• Experience ideally in telecom or a fast-paced digital business such as banking or FinTech;
• Deep expertise in journey mapping, VOC, NPS, and CX governance;
• Strong stakeholder management at C-level and board level;
• A track record of driving systemic change across functions.

• No conditions specified