The Head of B2C Experience is responsible for owning and transforming the end-to-end customer experience across all B2C telecom products, including FTTH, Fiber, 5G, and digital services.
The role focuses on customer journey design, service quality, experience innovation, and customer satisfaction, ensuring a seamless, consistent, and differentiated experience across all customer touchpoints.
About the Company:
We are a publicly listed organization operating within the IT, Telecom, Software Development, & Manpower, sector. Our portfolio includes innovative technology solutions and software platforms designed to serve both Government and Enterprise clients.
Key Responsibilities:
Customer Experience Strategy
- Define and execute the B2C customer experience (CX) strategy aligned with company commercial and growth objectives.
- Own the end-to-end customer journey (pre-sales, onboarding, activation, usage, support, retention, and renewal).
- Establish CX frameworks, standards, and governance across all B2C channels.
Product & Service Experience (FTTH, Fiber, 5G)
- Ensure superior experience for FTTH, Fiber, and 5G services, including ordering, installation, activation, performance, and after-sales support.
- Work closely with Network, IT, Product, and Operations teams to improve service reliability, speed, and quality.
- Translate technical performance into customer-friendly experiences and communications.
Channels & Touchpoints
- Oversee CX across all B2C touchpoints:
- Digital channels (mobile app, website, self-care)
- Field technicians and installation teams
- Drive omnichannel consistency and seamless customer interactions.
Customer Insights & Analytics
- Monitor and improve key CX metrics such as NPS, CSAT, CES, churn, complaints, and first-time resolution.
- Leverage customer data, feedback, and analytics to identify pain points and improvement opportunities.
- Lead Voice of Customer (VoC) programs and action plans.
Experience Improvement & Innovation
- Lead CX improvement initiatives, process re-engineering, and automation.
- Introduce digital CX solutions (self-service, AI/chatbots, proactive notifications).
- Benchmark against local and international telecom best practices.
Stakeholder & Leadership Management
- Act as the CX ambassador across the organization.
- Collaborate with Commercial, Marketing, Network, IT, Care, and Field Operations.
- Lead and develop CX teams, ensuring high performance and clear accountability.
Key Performance Indicators (KPIs)
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Churn and retention rates
- Complaint resolution time
- Installation and activation experience
- Digital adoption and self-service usage
Qualifications & Experience
- Bachelor's degree in Business, Engineering, Telecommunications, or related field
- Master's degree (MBA or equivalent) is a plus
- 10+ years of experience in telecom, with strong exposure to B2C customer experience
- Proven experience with FTTH, Fiber, and 5G products
- Strong understanding of telecom customer journeys and service operations
