Customer Centricity & Insights Specialist
Telenor Pakistan
Pakistan, Islamabad
5d ago

Last Date to Apply : 19th January, 2022

Employment Type : This is a full-time position.

Grade : This is a grade 2 position.

Location : This role is based in Islamabad, Pakistan.

About the Role :

This position will be supporting Manager Customer Centricity in capturing customer voice from all customer touchpoints (i.

e. Call Center, Digital & Physical). Responsibility would be to ensure that each touchpoint across the customer journey is engaged, efficient, and effective.

Your Impactful Goals will include :

Champion opportunities to consistently improve experience in Telenor Pakistan

Drive customer retention, reduce churn, and increase customer satisfaction

Map the customer journey and identify opportunities to proactively intervene on behalf of customers

Develop feedback listening mechanism in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement

Continually review and evolve the collection of feedback regarding different processes, oversee and organize every interaction between the customer and Telenor Pakistan throughout the lifecycle.

Work as a liaison between Customer care and other departments in order to raise any requirements (i.e. system, product or process etc.

and ensure that a roadmap is aligned for delivery of those requirements,

How will your Typical Day look like :

Keep a close check on customer experience targets & Customer volumes across all touch points.

Responsible for Identify Customer Pain Areas through Customer Transaction data and find a solution to remove the pain areas

Testing of new & existing product in order to ensure smooth & error free customer journey

Deep Dive of Customer Complaints data and with Correlating with Business KPIs.

Stakeholders management

Capture customer voice through different customer feedback (i.e. CSAT, Network NPS, Top Down NPS etc.) tools.

Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements.

Liaise with internal teams such as marketing, sales, product development, MTA, Segments, Digital, technology, network, Social Media etc.

to ensure that gaps in the customer experience- irrespective of where they occur in the journey are plugged

Ensuring regular communication setup between customer care & other stakeholders for regular follow up on planned initiatives & new launches on different touch points.

Facilitate in organizing the Customer Forums, Raising customer voice with management in order to give them visibility on projects being done for customer, decisions needs to be taken for experience improvement, experience fracture points and the fixtures planned across different customer touch points.

Establishing a holistic framework of customer touchpoints, digital, direct and via social media channels, that would enable Telenor Pakistan to create a consistent customer experience across all channels, influence our customers, motivate and engage them with Telenor

Conduction of regular sessions with partner in order to streamline inner loop related action items and feedback.

Your Career Path :

Opportunities to grow vertically and laterally in the domain.

What we're looking for :

Education : Masters / Graduation in Business Administration or equivalent

Customer experience certification will be a plus

Work experience :

Customer insights & analytics experience will be preferred.

Functional Skills / Knowledge Areas :

Empathy and listening

Stakeholder Coordination and project management

Speed, Flexibility & Agility

Data Management & Analytics

Knowledge of customer experience management approaches and methodologies used

Strategic thinking - ability to approach specific issues / problems with understanding of the larger context

Communication skills strong ability to communicate, in writing or verbally, in an audience- and business-appropriate manner

Strong organizational skills ability to organize information and data from various sources in an understandable and useful manner that is consistent with department standards

Management of multiple tasks of varied complexity simultaneously

Presentation ability to present information in a clear and concise manner


Ability to work independently, or with a diverse group of individuals across various functional areas and organizations

Ability to develop, articulate and establish processes which impact cross-functional or department processes

Ability to work on cross-functional teams and to prioritize operational needs effectively

Proficiency using Microsoft Word, Excel, and PowerPoint

Problem solving - ability to recognize problems before they occur, to appropriately raise issues to management, to bring an insightful approach to problem solving, and to communicate issues to stakeholders in a mature, professional manner

Demonstrate a high degree of self-awareness, self-motivation, initiative, and attention to detail

Why should you join us at Telenor?

At Telenor Pakistan, we provide you the platform to work in a challenging and rewarding environment to become a skilled professional in your chosen field of interest.

As one of the top employers of the country, we enable you to realize your dreams in a collaborative environment of diversity and openness to new mindsets.

As an equal employment opportunity provider, Telenor Pakistan makes all decisions of employment purely based on merit irrespective of race, caste, gender, creed, color, religion, sex, national origin, or disability.

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