CX Transformation Specialist (EB, Digital Channel & CX Academy)

Job Description

Join our Customer Experience (CX) Transformation team and play a pivotal role in shaping seamless, meaningful, and customer-centric experiences across every touchpoint. Leveraging data-driven insights, design thinking, and cross-functional collaboration, you will help transform how customers engage with our products, digital channels, and services.

The Role

As a CX Transformation Specialist, you will drive customer-centric transformation initiatives across Enterprise Business, Digital Channels, and CX Academy (Capability Development). You will analyse customer journeys, identify improvement opportunities, and collaborate with cross-functional teams to design and implement solutions that enhance customer experiences, operational excellence, and business outcomes.

This role combines customer journey design, service improvement, digital experience optimisation, and capability building to ensure every customer interaction is simple, seamless, and impactful.

Success in this role means transforming customer insights into meaningful improvements that simplify customer journeys, strengthen organisational capabilities, and deliver measurable business outcomes.

You Are

• Customer Obsessed – Passionate about understanding customer needs and delivering exceptional experiences.
• Analytical – Uses data and customer insights to identify opportunities and drive informed decisions.
• Problem Solver – Thinks critically, identifies root causes, and develops practical solutions.
• Curious – Challenges the status quo and continuously seeks innovative ways to improve customer experiences.
• Collaborative – Builds strong partnerships across business functions to deliver shared outcomes.
• Structured Communicator – Communicates ideas clearly, influences stakeholders, and drives alignment.
• Adaptable – Comfortable navigating multiple priorities and leading change in a dynamic environment.

Responsibilities

Customer Journey & Experience Transformation

• Map, evaluate, and continuously improve end-to-end customer journeys across Enterprise Business, Digital Channels, and Service Operations.
• Identify customer pain points, service gaps, and Moments of Truth (MOTs) through customer research, journey mapping, operational insights, and data analysis.
• Translate customer insights into actionable initiatives that improve customer satisfaction, operational efficiency, and business performance.

Digital Experience

• Partner with Product, Marketing, Digital, and Technology teams to design, enhance, and continuously improve customer experiences across digital and assisted channels.
• Lead or support the optimisation of digital touchpoints, including mobile applications, web platforms, and chatbot experiences.
• Analyse customer behaviour, digital performance, and user feedback to recommend enhancements that improve usability, adoption, and customer effort.

CX Academy (Capability Development)

• Support the development and delivery of customer-centric capability-building initiatives, including learning programmes, playbooks, toolkits, and best practices that strengthen customer experience across the organisation.
• Contribute to internal engagement initiatives that foster a customer-first culture and continuous learning.

Transformation & Continuous Improvement

• Drive and support the execution of the CX Transformation roadmap and strategic initiatives across the organisation.
• Monitor and analyse key customer experience metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Voice of Customer (VOC), customer adoption, and operational performance.
• Build strong relationships with internal stakeholders to influence decision-making, secure alignment, and drive the successful delivery of customer experience initiatives.
• Drive continuous improvement initiatives by identifying opportunities to simplify processes, improve service delivery, and enhance the overall customer experience.
• Support governance, project coordination, and change management activities to ensure successful implementation of transformation initiatives.

Requirements

• Bachelor’s Degree in Business, Marketing, Customer Experience, Information Technology, Communications, Psychology, or a related discipline.
• 3–5 years of experience in Customer Experience, Business Transformation, Digital Experience, Product Management, Service Design, Sales & Retail, Learning & Development, or related disciplines.
• Strong understanding of telecommunications products and services (preferred).
• Hands-on experience in Customer Journey Mapping, Service Design, process improvement, or customer research.
• Familiarity with journey mapping tools (e.g Miro), customer analytics platforms, and digital performance metrics.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
  Demonstrated passion for customer-centric innovation, continuous improvement, and driving meaningful business impact.