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Our business landscape

We’re an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region’s leading digital infrastructure provider. Ooredoo Group’s strategic vision is guided by five key pillars:

• Value-Focused Portfolio:  Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.

• Strengthen the Core: Optimally using deployed capital and maintain an appropriate cost structure.

• Evolve the Core: Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.

• People: Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.

• Excellence in Customer Experience: Creating superior customer experiences.

From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you’re looking to challenge your growth potential, Ooredoo is the employer for you.

Job overview

The Senior Manager Customer Experience & Touchpoints is a pivotal role focused on supporting Group and as well as operating companies to improve customer experience in general. The role includes topics like Voice of customer management, customer experience management, contact centre channel enablement and supporting Director in customer research.

Your impact on our goals

Following are the key responsibilities and expectations from the role.

Customer Experience Activities

• Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization’s customer-centric vision.

• Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.

• Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution

• Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX

• Develop, maintain, and continuously enhance Group-level CX dashboards and reporting frameworks, providing visibility on key customer experience indicators such as CSAT, VOC etc.

• Participate in and support Group-led RFP and RFI processes related to CX technology solutions, contributing to requirements definition, vendor evaluation, and implementation support.

• Monitor the progress and impact of CX initiatives across OpCos, ensuring that improvement programs deliver tangible results in key CX performance indicators.

Channel Management / enablement

• Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.

• Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).

• Drive channel and OpCo level customer experience capability building initiatives.

• Monitor and analyze channel-level CX performance metrics (e.g., CSAT, VOC, digital experience scores), identifying key drivers of satisfaction and areas requiring improvement.

• Facilitate cross-market collaboration and knowledge sharing, enabling OpCos to adopt proven CX practices and successful initiatives implemented in other markets.

• Establish channel-specific CX principles and service design standards covering areas such as customer journey flows, service processes, digital usability, and interaction quality.

Other expectations

• Basic understand of customer and market research and support Group Customer Experience head in market research activities, coordination with research agencies and OpCos w.r.t execution of different kind of studies

• Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.

• Basic understand for core telco systems (BSS, Contact centre and mobile App etc.)

• Basic understand of project management

Experience      

• 10+ years of experience in customer experience management in large corporate organization

• Leading and driving multi country customer experience improvement initiatives,

• 5+ years in a leadership role within the telecommunications industry, with experience in cross functional team management and coordination

• 5+ years of Commercial Telco industry experience in a Group or OpCo capacity

Qualifications

• Bachelor’s degree

• Master’s degree is a plus

• English mandatory, another language spoken in one of Ooredoo OpCos is a plus

• Strong understanding of CX and customer service strategies, including multi-channel support, CRM systems, and contact centre technologies

• Proven track record of driving customer satisfaction improvements and operational performance

• Ability to analyse complex data and translate it into actionable insights for improving customer experience

• Familiarity with the latest trends and technologies in the telecommunications industry and customer experience management

• Ability to work collaboratively in a cross-functional team environment.