Titel
Customer Experience Manager
Virksomhed
TDC NET
Frist
Afsluttet
Indhold
- Be part of an exciting transformation and be a key
player in developing and executing a new customer experience setup in TDC NET
TDC is the incumbent telco in Denmark with
strong market position, leading mobile network quality, and 100% customer
coverage via fixed assets (across fiber, coax and copper). TDC was taken over
by a Consortium in May 2018 with the ambition to split the integrated telco
into two independent companies, i.e. an infrastructure focused TDC NET and an
end-user content focused Nuuday. The owners’ long-term focus is the NET, where
the majority of the combined value creation will happen (by focusing on large
investments into long-term stable infrastructure assets).
TDC NET is from July 2019 now a fully
independent company of material scale with approximately 2.800 employees, 7
billion DKK revenue, 55+% EBITDA margin and investments exceeding 35 billion
DKK in the coming 10 years. TDC NET wants to ensure Denmark as the digital
frontrunner by investing in technologies of the future, which gives the best
connectivity to everyone in Denmark. Building this new company offers a unique
opportunity to be part of one of the most interesting journeys and
transformations in the telco industry globally. Read more on TDCGroup.com
TDC is on
an exciting journey. TDC has recently been split into three companies; Nuuday –
an end user focused service provider, TDC NET – an infrastructure focused
business and TDC Group providing shared services across the three companies. As
a recently established stand-alone company TDC NET numerous new processes and
governance for customer experience has to be built by the new team.
TDC NET has a clear target of
providing the best mobile network and the fastest fixed connections to all of
Denmark and delivering great customer experiences is a key part of the strategy
to reach the ambition. This is your opportunity to join one of the most interesting
journeys and transformations in the telco industry globally.
TDC NET Customer Experience Management
The Customer Experience team is placed in Commercial & Partners in TDC NET.
Commercial & Partners is the business unit responsible for setting and executing
on the commercial agenda, as well as creating and selling products and services
within communication and data transmission to the customers. Customers include
Nuuday and their subsidiary brands, but also other domestic and international
third-party service providers. The Customer Experience team is responsible for
defining, managing, measuring and improving the customer experience across TDC
NET. The objective is to setup a structure where TDC NET continuously identify
opportunities and make improvements to our customer’s experiences.
TDC NET is now looking for a top talent to take a key role in the
Customer Experience team. As the unit has been established recently, the
position offers a unique possibility to be part of building the right long-term
Customer Experience setup in TDC NET and making an impact for the customer.
Design and execute of customer experience management
to secure great customer experiences
As a Customer Experience Manager, you will take the leading role in
identifying challenges and improvement areas in current customer journeys and
processes, and drive improvements to ensure customers across touch points gets
the best experience. The position reports to Head of Customer Experience, whom
reports to SVP, Head of Commercial Operations. The position will have a broad
range of interfaces and stakeholders in Commercial & Partners, and the rest
of the TDC NET organization. Key responsibilities and tasks include:
- Developing, operationalizing and implementing a customer experience vision across TDC NET
- Setting up and driving Customer Experience governance in TDC NET
- Explore and identify challenges and improvement areas across the customer experience and formalize issues in order to facilitate prioritization and action-oriented recommendations
- Identify and map customer journeys across TDC NET including customer interviews to identify and assess customer needs and pains and share it with relevant parts of the organization
- Participate in design and setup of customer satisfaction metrics
- Drive implementation of improvement projects together with relevant departments in the organization
Location of the position is TDC NET’s Headquarter at Teglholmsgade in Copenhagen.
Self-driven
profile with second to none customer experience management skills
Your
professional background and qualifications should overall include:
- Relevant Master’s degree in business, finance, customer experience management, service design, UX, IT, sociology, anthropology or other relevant degree
- Approx. 3-5 years of experience – gladly more – within customer experience strategy and -management, service design, project management or similar from a leading company - or alternatively experience as a management consultant within these areas
- Solid experience in identifying and assessing customer needs / pains through customer interviews and prioritize improvement points
- Preferably, you have experience with identifying and implementing customer experience improvements from a B2B company – but it is not a requirement
- Telco and / or technology experience / interest is advantageous
- Written and spoken English to negotiation level. Fluency in Danish will be a clear advantage
Personal characteristics and competencies are also important to succeed in this role. Some of the most important are:
- Take the customer perspective, and can be an ambassador for thinking outside-in
- Curious personality with empathy and desire to understand others and outstanding team player
- Business acumen and commercial mindset in order to apply insights in a corporate context
- Excel in stakeholder management and experience in managing complex projects with multiple stakeholders
- Analytical skills and a strong problem-solver who can reduce complexity
- Strong communication skills and able to translate data and analysis into valuable customer insights, and structure insights to facilitate prioritization and action-oriented recommendations
- Self-driven, robust and take responsibility of driving things forward and getting things done
- The drive and curiosity to join an organization going through transformation
TDC NET offers
- An exciting position in a company in the midst of a large transformation where you will have the ability to heavily influence the customer journey and future success of TDC NET
- Being part of a growth and investment case – and help shape the future of communications in Denmark and being a reference case for telco globally
- Exposure to large parts of the organization and senior management
- A position in a newly established team where you will have an excellent opportunity for continued growth and career opportunities
The compensation
and benefits package will besides a fixed salary include a 10% company paid
pension
scheme, and strong
package of insurances, TDC Group products etc.
Interested
in the position?
Focus
Recruitment supports TDC NET with the search process. If you find interest in
the position, please contact Partner at Focus Recruitment, Steffen Marstrand,
sma@focus-recruitment.dk / 5051 9215.