Head of CX Insights & Analytics

Description du poste

About the role

At Maroc Telecom, customer experience is a major lever of our transformation and our ambition for service excellence. In this context, we are hiring a Head of CX Insights & Analytics to give the CCXO the means to understand, measure and anticipate customer expectations through data.

You will play a key role in producing actionable customer intelligence, working closely with the Marketing, Digital, IT and Care teams. You will help turn customer feedback and behavioral data into strategic recommendations for the governance bodies.

Your key responsibilities

● Customer listening and Voice of Customer: structure and steer the customer listening program, turning customer feedback and behavioral and operational data into strategic recommendations.

● Feedback Loop: build a continuous feedback loop between collected data, operational teams and decision-making bodies.

● Root Cause Analysis (RCA): leverage customer data to identify the root causes of satisfaction decline and objectively prioritize actions.

● Analytics and customer intelligence: develop the department's predictive analytics, segmentation and customer sentiment analysis capabilities.

● Spreading a data-driven culture: promote a customer data culture among governance bodies and business departments; facilitate workshops to share and embed customer insights.

● Communication and reporting: track key indicators (Net Promoter Score, Customer Satisfaction Score, Customer Retention Rate, Customer Sentiment Index).

● Monitoring, agility and continuous improvement: track the evolution of tools and trends in analytics and artificial intelligence applied to customer experience.