22 Apr
Senior Consultant CX, Telecom
Colorado, Englewood , 80111 Englewood USA

Vacancy expired!

Job Title: Senior Consultant CX, Telecom

Location: Denver, CO

Who We Are:Excelacom is a consulting and technology solutions company founded in 2000 with a focus on Communications and Media providers. At the core, we solve clients' complex business, technology, and operational challenges through a combination of consulting expertise and telecom-focused product solutions. Our consulting teams optimize existing systems and work on an accelerated timeline using innovative approaches and best practices that minimize risk and maximize return to improve business and operational performance without costly technology transformations. Excelacom is a global company and is headquartered in the United States in Reston, VA, outside of Washington, D.C., with offices in North America and Europe as well as a technology center in Chennai, India.

Job Description:This position will be responsible for ensuring customer experience success of HMNO (Hybrid Mobile Network Operator) program. The role will be responsible for identifying customer impacting aspects of HMNO, developing customer experience surveys in conjunction with Customer Operations, validating customer perceptions and ensuring HMNO experience is seamless and unknown to the customer. Customer experience manager will drive “customer readiness” from EFT through commercialization of HMNO.This job requires extensive wireless, technical and executive facing project management experience.

Responsibilities:
  • Assist product owners and E2E project manager define EFT success criteria.
  • Develop employee and customer facing surveys on HMNO and implement and analyze survey results in conjunction with Customer Operations.
  • Develop executive facing reporting on EFT and commercialization for leadership consumption. Reporting includes both quantitative and qualitative metrics for HMNO.
  • Responsible for reporting out on HMNO EFT progress at working team and executive facing level.
  • Lead war room efforts for EFT and commercialization of HMNO.
  • Work with appropriate product and technology stakeholders to ensure impacts to customer or poor customer perceptions are mitigated prior to HMNO commercialization.
  • Determine if success criteria for HMNO were met both from a customer experience and overall perspective.
  • Map customer journey of HMNO to LBGUPS model.

Skills and Qualifications:
  • Bachelor's degree in computer science, information systems, communications, business administration or related field, or equivalent experience
  • Project Management certification or successful completion of a recognized project management curriculum preferred
  • Customer Experience Management experience 5+ years
  • Wireless related industry experience 5+ years
  • Ability to tailor communication strategy based on audience.
  • Communicates with executive leadership and other stakeholders on program strategy, direction and changes.
  • Experience designing and improving customer experience for new lines of business and/or major initiatives.
  • Experience collecting, analyzing, and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience.
  • Ability to work independently with no supervision and guidance
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to prioritize and organize effectively
  • Ability to define key performance indicators/metrics
  • Ability to effectively analyze and interpret data
  • Ability to document, prepare, and deliver data-driven presentations
  • Ability to communicate with all levels of management and company personnel
  • Ability to develop strong working relationships with peers and project members
  • Superb ability to oversee and manage large, complex, diverse and strategic projects that impact the organization as a whole

Compensation and Benefits:For individuals assigned to work in Colorado, Excelacom is required to include a reasonable estimated compensation range for this role. However, final salaries will vary based on several factors, such as candidate’s level, qualifications, skills, competencies and proficiency for the role. An individual may be hired at the Analyst, Consultant, or Manager level for this role with each level requiring an increasing set of responsibilities. For regular full-time employees, the estimated salary range is from $70,000 to $100,000/yr. Our competitive salaries are just one component of Excelacom’s total compensation package for our regular full-time employees. Other rewards and benefits include: health, vision, and dental insurance, accident, critical illness, life and AD&D insurance, 401k, paid-time off, paid holidays and floating holidays, to name a few. To view more details of what you can look forward to, visit our careers page: https://www.excelacom.com/careers.html

EEO Statement:Excelacom, Inc. is an equal opportunity employer. Any decision affecting employment, compensation, promotion, or transfer will be based solely on personal qualifications and merit, regardless of sex, race, color, religion, gender identity, sexual orientation, marital status, national origin, disability, age, results of genetic testing, service in the military, pregnancy, childbirth or other related medical conditions or any other factor protected under applicable law.

Vacancy expired!

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