CEx strategy formulation Expert: Responsibilities & Requirements
- Lead the formulation, alignment, and execution of long-term CEx strategies in alignment with stc strategy covering business clusters and services.
- Map, analyze, and optimize end-to-end customer journeys and related processes (from awareness to churn management) identifying friction points and value creation opportunities.
- Ensuring CEx roadmap initiatives align with corporate profitability, NPS targets, and digital transformation objectives.
- Design and implement next-generation CEx key performance indicators using AI/ML algorithms (e.g., dynamic NPS forecasting, predictive churn risk scores, algorithmic Customer Effort Scores, real-time sentiment analytics).
- Extract useful, deep, and meaningful insights from AI-driven CEx KPI telemetry, identifying root causes of friction, cross-channel trends, and emerging customer behavior shifts to guide executive decision-making.
- Formulate, evaluate, and translate CEx KPI performance trends into concrete business use cases focused on process re-engineering, operations optimization, customer satisfaction improvement, and measurable ROI growth.
- Proven ability to translate complex CEx KPI data into strategic business use cases, process re-engineering projects, and demonstrable ROI for executive stakeholders.
- Work with Analytics team to build, train, and deploy predictive models that analyze real-time network performance, customer interaction logs, and behavioral patterns to trigger proactive interventions.
- Work with Platforms team to establish automated CEx performance feedback loops where AI algorithms continuously monitor KPI deviation, measure ROI on experience initiatives, and recommend corrective strategic initiatives.
- Collaborate with Technology Units and Business Clusters teams to embed CEx standards into BAU operational workflows.
- Drive a customer-centric culture transformation across the organization through actionable CEx guidelines, training frameworks, and performance-linked metrics.
- 10+ years of progressive experience in Customer Experience, Digital Transformation, or Customer Centricity roles within a major telecommunications operator or leading management consultancy.
- Demonstrated success in designing end-to-end CEx strategies and frameworks that measurably increased NPS, CSAT, Customer Lifetime Value (CLV), or reduced churn rate.
- Understanding of how AI models (NLP, sentiment analysis, predictive modeling, clustering) are applied to CEx management platforms (e.g., Medallia, Qualtrics, Sprinklr, or native telecom CEM engines).
- Understanding of Telecom enterprise architecture and customer management systems (e.g., BSS/OSS, CRM systems, unified omnichannel platforms).
- Proven ability to break down complex technical bottlenecks and engineer elegant, scalable solution architectures.
- Strong communication skills to articulate technical requirements to both technology and beneficiary teams.
- Certified in PowerBI, PMI, TOGAF, 6sigma, CCXP, eTOM, Agile frameworks, or Design Thinking are a major plus.
- Strong executive presence with exceptional storyboarding, negotiation, and stakeholder management skills.
Skills
Cex,AI,Telecom
