Group Head Home Customer Experience, Touchpoint & Teleservices – Telco

About the Company:
Our client is a leading telecommunications company in Indonesia, with a strong focus on expanding and strengthening its Home Broadband (FTTH) business.

Key Responsibilities:

• Lead and own the end-to-end Home (FTTH) customer experience strategy, ensuring seamless and consistent service across all customer touchpoints.
• Define and execute customer experience transformation initiatives across digital, retail, contact center, and teleservices channels.
• Orchestrate inbound and outbound teleservices operations, including customer support, complaint handling, service recovery, and telesales activities.
• Establish, monitor, and continuously improve customer experience KPIs, including CSAT, CES, NPS, FRT, and other operational metrics as required.
• Build and maintain CX performance dashboards, insight frameworks, and structured root-cause analysis to drive prioritized improvement actions.
• Own the end-to-end Home customer journey framework and develop a clear, actionable customer experience improvement roadmap.
• Collaborate closely with Marketing, Sales, Operations, Network, Digital, IT, and Technology teams to embed customer insights into product design, process optimization, and service delivery.
• Partner with Digital and IT teams to enhance digital experience platforms, self-service tools, automation, and AI-enabled service initiatives.
• Drive service quality governance, including SOP development, escalation models, service recovery mechanisms, and continuous improvement programs.
• Champion and embed a customer-centric culture across the Home organization through training, capability uplift, and engagement programs.
• Lead customer service and experience training programs for internal teams and BPO partners, focusing on empathy, problem resolution, and service excellence.
• Manage relationships with service partners, BPO vendors, and experience consultants to benchmark and continuously improve service standards.
• Liaise with regulatory bodies and external survey institutions to ensure compliance, transparency, and alignment with customer experience standards.

Key Requirements:

• Must have a minimum of 12+ years of experience in Customer Experience, Customer Service, or Marketing, preferably within telco, broadband, ISP, or subscription-based businesses.
• Bachelor's degree in Marketing, Business, or a related field is a must. Master's degree or strategic leadership education is a plus.
• Proven track record in improving CSAT, CES, NPS, and service performance at scale across multiple customer touchpoints.
• Strong experience managing large customer service and teleservices operations, including both internal teams and BPO partners.
• Demonstrated success in end-to-end customer lifecycle management, including service recovery and complaint resolution.
• Experience working cross-functionally with Marketing, Sales, Network, IT, Digital, and Operations teams.
• Certifications in Customer Experience, Service Design, or Quality Management are preferred.
• Strong leadership presence with the ability to drive cultural change, continuous improvement, and customer-first mindset across the organization.
• Excellent communication and stakeholder management skills, capable of influencing senior leaders and external partners.

Call for Action:
If you posses the above qualifications and keen to know more, please apply or send your updated CV to [email protected]