Head of Home Customer Experience, Touchpoints & Teleservices (Jakarta) - Telecommunications Industry
Talent Hunts Indonesia is looking for a customer-centric leader to join our client in the Telecommunications Industry as the Head of Home Customer Experience. This role is designed for a professional who can design and deliver end-to-end customer journeys for Home (FTTH) services, ensuring excellence across digital, retail, and contact center touchpoints. You will be at the forefront of driving satisfaction and loyalty by monitoring key indicators like NPS, CES, and CSAT. The ideal candidate will collaborate across Marketing, Sales, and Technology teams to embed customer insights into product design and foster a continuous improvement culture within the organization.
- Industry: Telecommunications Industry
- Location: Jakarta
Job Description:
- Lead the formulation and execution of end-to-end customer experience strategies for Home (FTTH), ensuring seamless and consistent service across all customer touchpoints.
- Orchestrate digital, retail, and contact center experience initiatives to drive satisfaction, loyalty, and operational excellence.
- Establish and monitor customer experience performance indicators (NPS, CES, CSAT) to identify insights, pain points, and prioritize improvement actions.
- Collaborate with Marketing, Sales, Operations, and Technology teams to embed customer insights into product design, process optimization, and service delivery.
- Drive a customer-centric culture and continuous improvement programs across functions to enhance engagement, empathy, and service excellence.
Requirements:
- Bachelor’s degree in Marketing, Business, or related field (required); Master’s degree or strategic leadership education (preferred).
- Minimum 12 years of experience in experience in customer experience or marketing, with proven success in improving customer satisfaction and loyalty.
- Certifications in Customer Experience Management, Service Design, or Quality Management (e.g., CCXP, Six Sigma, COPC) are preferred.
Gedung Treasury Tower 1, Lt.7 Unit F. Jl. Jend. Sudirman Kav 52-53 Kebayoran Baru Jakarta Selatan Telephone (021) 50208136