Job purpose 

The role governs the assisted support customer experience across CIC, CRC, and CFSS touchpoints, ensuring service quality, resolution effectiveness, and consistent experience delivery. It drives Incident Resolution and Prevention Management (IRPM) governance, resolves customer issues, prevents recurring failures, and reduces avoidable contacts. Additionally, it aligns assisted and digital support journeys by identifying pain points, improving handoff effectiveness, and ensuring seamless, customer-centric support experiences. 

The Job: 

• Customer Experience Governance: Own the end-to-end customer experience governance for assisted support touchpoints (CIC, CRC, CFSS), ensuring service delivery aligns with defined standards and principles, and establish governance mechanisms, scorecards, and service reviews. 

• Cross-Functional Accountability and Representation: Drive accountability for key support pain points, escalations, and service failures, and represent support experience priorities in governance forums to ensure alignment with broader customer experience and business objectives. 

• Service Quality Monitoring and Improvement: Monitor and improve service quality metrics such as first contact resolution, turnaround time, complaint aging, repeat contacts, and customer satisfaction indicators, and identify experience breakdowns through complaint analysis and VOC trends. 

• Partnership for Service Improvement: Partner with operations, product, network, digital, and enabling teams to remove service barriers, improve support processes, and strengthen resolution quality, ensuring service recovery actions are tracked through to closure. 

• IRPM Governance and Root Cause Analysis: Drive the IRPM governance framework across support functions for structured incident management, and lead root cause analysis for recurring or critical customer incidents to define and embed corrective and preventive action plans. 

• Avoidable Contact Reduction and Support Journey Alignment: Identify and reduce avoidable contacts by analyzing repeat demand and process defects, and ensure alignment between assisted and digital support journeys by improving fallback logic, handoff quality, and resolution continuity 

The Person: 

• Bachelor’s degree in business management, Customer Experience, Service Management, Operations Management or a related discipline. Professional qualifications in quality management, process improvement, Lean Six Sigma or customer experience will be an added advantage. 

• Minimum 6–7 years of experience in customer experience, service operations, complaint governance, quality management, contact centre support or a related role, preferably within telecommunications or a large service-led organization. Experience in leading governance reviews, RCA/CAPA tracking and cross-functional improvement initiatives will be a strong advantage. 

• Strong understanding of assisted support operations, complaint handling, service quality frameworks, resolution effectiveness, IRPM governance, root cause analysis and corrective/preventive action management.