Description

You will lead consultancy projects focused on customer experience transformation and TMFORUM framework alignment.

Responsibilities

• Lead consultancy projects to drive customer experience transformation and ensure alignment with TMFORUM standards.
• Analyze client needs to develop strategies for enhancing customer centricity across business functions.
• Facilitate workshops and training sessions to educate client teams on TMFORUM methodologies.
• Collaborate with cross-functional teams to implement and measure customer-centric initiatives.
• Provide expert guidance on integrating customer experience metrics into business processes.
• Prepare and present detailed reports and actionable recommendations to stakeholders.

Required Skills

• 15+ years of experience in consultancy with a focus on customer experience and customer-centric strategies.
• Extensive knowledge of TMFORUM Customer Centricity and Customer Experience frameworks.
• Proven track record in customer experience transformation consultancy roles.
• Ability to translate complex data into actionable business strategies.
• Experience leading workshops and training sessions for client teams.
• Strong communication skills for engaging stakeholders at all levels.
• Bachelor's degree in Business Administration, Marketing, or a related field.

Preferred Skills

• Experience in the telecommunications or technology sectors.
• Knowledge of customer journey mapping and customer feedback mechanisms.
• Familiarity with digital transformation initiatives.

Key Skills

Education

Bachelor's or Master's degrees