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banglalink

Customer Experience Manager

banglalink
Dhaka, BangladeshPosted 2 weeks ago
hybrid

Job Description

Job Description

At our company, we hold an uncompromising stance against mediocrity, committing ourselves to work that delivers audacious impact and is fueled by a pioneering spirit of continuous progress and innovation. This ambition is supported by leadership grounded in courage and clarity—ensuring alignment, accountability, and purpose in everything we do. Integrity shapes how we hire, recognize, and develop talent, with a focus on potential, ambition, and long term growth. Together, we operate with collective strength, prioritizing meaningful results over unnecessary rituals and navigating challenges with unity and resolve. Above all, we remain steadfast and resilient, never losing sight of our commitments and continuously pushing forward through complexity with determination and purpose to create a better life for all.

  • Conduct end-to-end customer experience transformation across all customer touchpoints by designing seamless, personalized, and future-ready customer journeys.
  • Drive customer-centric innovation through data-driven insights, customer feedback, behavioral analytics, and market intelligence to continuously improve customer satisfaction and loyalty.
  • Collaborate with Commercial, Technology, Digital, Product, and Service Operations teams to embed customer experience excellence into products, services, and processes.
  • Explore, recommend, and implement emerging technologies and capabilities including AI/ML-driven engagement, conversational platforms, intelligent automation, predictive analytics, and hyper-personalized digital experiences.
  • Lead digital experience enhancement initiatives across self-service platforms, apps, web, OTT, and omnichannel ecosystems to improve usability, convenience, and adoption.
  • Drive customer journey simplification and service process re-engineering to eliminate pain points, reduce customer effort, and improve operational efficiency.
  • Monitor and improve customer experience KPIs including NPS, CSAT, complaint trends, digital adoption, and service quality indicators through actionable governance and analytics.
  • Conduct customer research, experience benchmarking, and trend analysis to identify future customer needs and industry best practices.
  • Support enterprise-wide transformation initiatives by ensuring customer-centric design principles are integrated into strategic and operational decision-making.
  • Lead cross-functional CX projects and innovation initiatives with focus on scalable, agile, and future-proof service models.
  • Promote a culture of customer obsession, innovation, continuous improvement, and digital-first thinking across the organization.
  • Develop strategic insights and executive-level recommendations to support long-term customer experience and digital transformation roadmap.

Education & Certification

  • BBA/MBA/Masters in any discipline

  • Professional certification on required experience will be an added advantage

Experience

  • 5+ years of experience in relevant experience preferably in telecom industry

  • Having on hand expertise on UX-UI 

  • Experience on digital customer journey design & improvements 

Required Capabilities

  • Understanding of customer journey mapping & user experience testing procedure in digital footprints

  • Strong knowledge on UX & UI and self-service design for digital touch points (e.g. App, web, OTT etc.)

  • Knowledge on CVM activities, latest initiatives, contextual marketing, self-care services

  • Good knowledge on AI/ML BOT capabilities enhancement considering future business focus

  • Customer obsessed with full dedication to improve process by innovation and eliminate defects

  • Full understanding of customer journey mapping & user experience testing procedure

  • Good knowledge on system capability enhancement considering future business focus

  • Sound knowledge on NPS and customer satisfaction measurement KPIs

  • Strong understanding of project management concepts, with focus on planning, progress tracking & communication/reporting 

  • Ability to prioritize and focus delivery group on the tasks at hand

  • Excellent verbal and written communication skills and able to communicate up and across the organization – working with senior staff members and front-line employees.

  • Proven ability to perform well under pressure and highly self-motivated

  • Knowledge on telecom technology


Banglalink Digital Communications is one of Bangladesh’s leading telecom and digital service providers, committed to transforming the way people connect, communicate, and innovate. As a subsidiary of VEON, Banglalink combines global expertise with a deep understanding of local needs to deliver cutting-edge services to millions of customers across the country.
Our Employer Value Proposition (EVP) is ‘Lead the Future’, and this is reflected in all levels of our organization. Our workplace is designed to inspire and empower individuals, creating an environment where ideas thrive, contributions are valued, and innovation flourishes. We encourage every team member to take initiative, explore new possibilities, and grow both personally and professionally in a fast-evolving digital landscape.
At Banglalink, we are committed to foster a supportive and inclusive culture that celebrates diversity and encourages collaboration. We actively create opportunities for all individuals to succeed, while our learning initiatives and digital upskilling programs, ensure our people are equipped to excel in their careers and shape the future.

Banglalink is a place where innovation, agility, and understanding come together to create meaningful impact. Join us and be part of a team that’s reshape the future of connectivity and digital transformation.

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Customer Experience Manager at banglalink | Renata