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banglalink

Customer Experience and Service Director/Deputy Director

banglalink
Dhaka, BangladeshPosted 2 weeks ago
On-sitehybrid

Job Description

Job Description 

 

  • Lead the organization’s end-to-end Customer Experience (CEX) transformation agenda by driving strategic improvements across physical, digital, assisted, and self-service channels to establish a customer-first culture and industry-leading service standards.

  • Develop and execute enterprise-wide Customer Experience strategies, frameworks, and governance models aligned with business objectives, customer expectations, and global best practices to position the company as a true customer champion.

  • Drive customer-centric transformation initiatives by leveraging customer insights, NPS analytics, Brand Health Tracker (BHT), digital feedback, and service performance data to improve customer satisfaction, loyalty, and perception.

  • Lead cross-functional simplification and digitization programs to redesign customer journeys, optimize service delivery processes, reduce customer effort, and accelerate digital adoption across all touchpoints.

  • Oversee strategic governance and operational excellence of Contact Center, IVR, USSD, and Digital Self-Service platforms, ensuring superior service quality, operational efficiency, SLA compliance, and seamless customer interactions.

  • Develop and implement future-ready customer care capabilities by promoting AI-driven self-service, digital care solutions, automation, predictive support models, and omnichannel engagement strategies.

  • Lead customer data management, credit collection, and regulatory compliance functions to ensure adherence to BTRC and legal requirements while improving operational efficiency, billing accuracy, collection performance, and risk management.

  • Collaborate closely with Product, Marketing, Technology, Commercial, Digital, Enterprise, and Regional teams to ensure customer experience considerations are embedded into all products, services, GTM initiatives, and operational processes.

  • Establish a customer-obsessed organizational culture by driving employee engagement, customer-centric leadership alignment, capability development, policy governance, and continuous improvement initiatives across the company.

  • Build, mentor, and lead a high-performing Customer Experience and Service organization by strengthening leadership capability, succession planning, coaching culture, talent development, and performance management to deliver sustainable business impact.

Academic Qualification

  • Maters/bachelor’s degree in business or another relevant field.

Job Experience Required

  • Overall 14-18 years of experience where minimum 6 to 8 years’ experience in Sales & Service Management
  • Exposure of working with direct customer interactions as well as in support functions
  • Exposure of managing customer service
  • 4 to 5 years’ experience in senior manager positions 
  • Exposure of working in Telecom Channels / Product / Technology team with clear understanding of telecom industry offerings and BEM
  • Project management / Change Management experiences
  • Telecom background preferred

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 and Service Director/Deputy Director at banglalink | Renata