Head of CX Journeys & Design

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 Journeys & Design to design and steer customer journeys that are seamless, consistent and differentiating, within the CCXO.

You will play a key role in designing, optimizing and steering end-to-end customer journeys, working closely with the Marketing, Digital, Network, Commercial and Care teams. You will help turn customer needs into smooth omnichannel experiences, while ensuring stakeholder coordination and delivery against performance objectives.

Your key responsibilities

● Customer journey design and steering: design, optimize and steer end-to-end customer journeys (subscription, usage, support, cancellation) across all channels and touchpoints.

● Omnichannel experience design: ensure consistency of experience across physical and digital channels, translating customer needs into concrete experience specifications.

● Root Cause Analysis (RCA): identify recurring friction points in customer journeys and analyze their root causes to prioritize improvement initiatives.

● Feedback Loop: structure a continuous flow of customer and field feedback to adjust journey design in real time.

● Cross-team coordination: work with multidisciplinary teams such as Marketing, Digital, Network, Sales and Customer Service; facilitate co-design workshops (design thinking, journey mapping sessions).

● Communication and reporting: develop and track journey performance indicators (Customer Effort Score, Journey Satisfaction Score, Digital Adoption Rate, Journey Completion Rate).

● Monitoring, agility and continuous improvement: track the evolution of experience design practices and promote co-design workshops (design thinking, user testing).