Head of Customer Experience – 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 Business customer experience (CX) strategy, ensuring seamless, consistent, and differentiated experiences across all customer touchpoints.
• Design, oversee, and continuously refine the end-to-end Home customer journey framework, covering acquisition, onboarding, installation, usage, support, renewal, and retention.
• Monitor customer journey performance through journey analytics, customer feedback, service metrics, and operational data to identify pain points, gaps, and improvement opportunities.
• Drive continuous experience enhancement initiatives by translating customer insights, VOC, NPS drivers, service performance data, and operational feedback into prioritized, actionable improvements.
• Establish and maintain CX standards, governance models, and measurement frameworks to ensure consistency, accountability, and excellence across all Home Business interactions.
• Define, track, and improve key CX performance indicators, including NPS, CSAT, CES, churn, complaint ratios, and service quality metrics.
• Build and maintain customer journey maps and experience blueprints that reflect optimized, insight-driven, and scalable end-to-end experiences.
• Collaborate closely with Home Product Proposition, Home Sales, and Home Customer Experience teams to ensure journey design and CX improvements align with commercial priorities and growth objectives.
• Partner with Marketing, Product, Customer Service, Operations, Technology, and IT teams to embed CX principles into product design, campaigns, service processes, and delivery models.
• Work with Data and Analytics teams to track customer behaviors, service performance, and journey-level insights to support data-driven decision-making.
• Engage and manage CX research agencies, consulting partners, analytics vendors, and customer feedback platforms to benchmark best practices and develop advanced journey improvement methodologies.
• Coordinate with customer feedback platforms and vendors to enhance experience monitoring, closed-loop feedback, and response mechanisms.

Key Requirements:

• Minimum 10+ years of experience in Customer Experience, Service Design, Customer Journey Management, or related roles, preferably within telco, broadband, ISP, or subscription-based businesses.
• Bachelor's degree in Business, Marketing, Statistics, or a related field is a must. Master's degree in Data Analytics, Strategic Marketing, Digital Business, or equivalent is preferred.
• Strong hands-on experience in end-to-end customer journey design, VOC frameworks, and CX analytics.
• Proven track record in driving continuous improvement initiatives that result in higher customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Demonstrated ability to work cross-functionally and influence Product, Sales, Marketing, Technology, Operations, and Customer Service teams.
• Experience collaborating with CX consulting firms, research partners, analytics vendors, and feedback platform providers.
• Certifications in Customer Experience, Design Thinking, or Service Design (e.g., CCXP, IDEO U, Nielsen Norman Group, or equivalent) are highly preferred.
• Strong analytical, structured, and insight-driven mindset, with the ability to translate data into practical business actions.
• 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]