Executive: Customer Experience & Value Chain Transformation

Structural Information

Job number:                     10031751

Job title:                             Executive: Customer Experience & Value Chain Transformation

Job grade:                          M3

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               5-10

Reports to:                        Top Management

Core Description

The Executive: Customer Experience & Value Chain Transformation is responsible for driving customer experience excellence, end-to-end (ETE) value chain transformation, operational performance, and continuous improvement across the network infrastructure service delivery environment. The role ensures measurable improvements in customer satisfaction, service quality, operational effectiveness, revenue realization, and business transformation outcomes. This position serves as the executive custodian for Customer Experience, ensuring sustainable improvements in customer outcomes, service performance, operational efficiency, and business value realization.

Job Responsibilities

1. Customer Experience Strategy and Governance
Develop and implement enterprise-wide customer experience (CX) strategies.
Establish CX governance frameworks, standards, and performance measures.
Monitor customer experience metrics such as NPS, CSAT, and Customer Effort Score.
Leverage Voice of Customer insights to drive business improvements.
Embed customer-centric measures into service delivery scorecards and performance frameworks. 

2. End-to-End Value Chain Transformation
Lead transformation initiatives across the entire service delivery value chain.
Identify process bottlenecks, inefficiencies, and value leakage.
Drive cross-functional improvements to optimize customer journeys.
Improve service delivery lead times, quality standards, and customer outcomes.
Ensure alignment between operational processes and customer expectations. 

3. Business Process Re-engineering and Continuous Improvement
Lead process redesign and optimization initiatives.
Apply Lean, Continuous Improvement, and process engineering methodologies.
Simplify workflows and eliminate non-value-adding activities.
Establish and govern a continuous improvement pipeline.
Monitor and realize transformation benefits. 

4. Reporting, Analytics and Customer Intelligence
Own executive reporting and business intelligence frameworks.
Integrate operational, commercial, customer, and service performance data.
Develop executive dashboards and performance scorecards.
Identify trends, risks, and opportunities through advanced analytics.
Provide actionable insights supporting executive decision-making. 

5. Customer Experience Transformation Portfolio Management
Manage a portfolio of customer experience and transformation initiatives.
Govern project delivery, milestones, risks, benefits, and dependencies.
Ensure value realization from transformation investments.
Escalate strategic issues requiring executive intervention. 

6. Service Delivery Excellence and Recovery
Partner with Service Management, Operations, Engineering, Commercial, PMO, and Digital teams to improve service delivery outcomes.
Monitor customer complaints, incidents, backlogs, and repeat contacts.
Drive service recovery interventions and corrective actions.
Improve SLA performance, service quality, and assurance effectiveness. 

7. Stakeholder and Relationship Management
Build and maintain strategic relationships with executives, operational leaders, customers, vendors, and strategic partners.
Align stakeholders around customer priorities and transformation objectives.
Represent customer interests in strategic business decisions.
Facilitate collaboration across business units and external partners. 

8. Leadership, Governance and Financial Management
Lead and develop a high-performing CX and transformation team.
Set performance objectives and development plans.
Manage budgets, risks, and governance requirements.
Promote a culture of accountability, collaboration, innovation, and continuous improvement. 

Core Competencies

Functional Knowledge/ Skills
Technical Competencies
Customer Experience Management
Network Infrastructure Service Delivery
Service Assurance and Service Management
Process Engineering and Continuous Improvement
Business Intelligence and Data Analytics
Digital Transformation
Programme and Portfolio Management
Financial and Risk Management
Governance and Compliance 

Competencies (Behaviour)
Strategic Thinking
Customer Centricity
Change Leadership
Innovation
Collaboration
Stakeholder Influence
Commercial Acumen
Accountability
Resilience
Results Orientation
People Leadership and Development
Inclusive Leadership 

Leadership Competencies 
Strategic Leadership
Ability to think strategically and translate vision into executable plans.
Strong business acumen with the ability to balance customer, operational, and commercial priorities.
Ability to influence decisions at executive and board levels

Customer-Centric Mindset
Passion for delivering exceptional customer experiences.
Ability to champion customer interests across the organization.
Strong empathy and understanding of customer needs and expectations. 

Communication & Executive Presence
Excellent verbal, written, and presentation skills.
Ability to communicate complex concepts clearly to executive and operational audiences.
Strong facilitation and stakeholder engagement capabilities. 

Relationship Building & Collaboration
Exceptional stakeholder management and networking skills.
Ability to build trusted relationships across diverse teams and external partners.
Skilled at fostering collaboration in matrix and cross-functional environments. 

Change Leadership
Ability to lead large-scale transformation initiatives.
Skilled at managing resistance and driving organizational change.
Promotes innovation, adaptability, and continuous improvement. 

Problem Solving & Decision Making
Strong analytical and critical thinking abilities.
Ability to identify root causes and implement sustainable solutions.
Makes sound decisions in complex and ambiguous environments. 

Results Orientation
Demonstrates a strong sense of ownership and accountability.
Focused on delivering measurable business outcomes.
Maintains high performance standards and execution discipline. 

Resilience & Adaptability
Remains effective under pressure and during periods of change.
Able to navigate competing priorities and shifting business demands.
Demonstrates emotional maturity and composure in challenging situations. 

People Leadership
Ability to inspire, coach, mentor, and develop high-performing teams.
Builds an inclusive and empowering work environment.
Encourages diversity of thought and continuous learning. 

Personal Attributes
High integrity and ethical leadership.
Professional credibility and sound judgment.
Curious, innovative, and forward thinking.
Strong attention to detail while maintaining a strategic perspective.
Demonstrates accountability, transparency, and a commitment to excellence.

Certifications

Education

Experience

Additional Information

Certification, qualification and experience:
Qualification in one of the following disciplines: Business Management, Engineering, Telecommunications, Operations Managem.ent, Customer Experience, Analytics or related field
Preferred: MBA, MBL or relevant postgraduate qualification, Lean Six Sigma Certification, Customer Experience (CX) Certification, Programme Management. Certification, ITIL or Service Management Certification
Minimum 10 years' experience in one or more of the following functional areas: Telecommunications, ICT, Network Infrastructure, Service Delivery, Customer Operations, Business Transformation.
Demonstrated experience in: Customer experience transformation, End-to-end process re-engineering, Service delivery optimization, Executive reporting and analytics, Cross-functional programme leadership, Operational change management.

Key Performance Areas (KPAs)
Customer Experience
Improvement in NPS, CSAT, and Customer Effort Scores.
Reduction in customer complaints and escalations.
Improved customer retention and relationship management. 

Service Fulfilment
Reduced order cycle times.
Improved first-time-right delivery performance.
Reduction of aged orders and failed activations. 

Service Assurance
Improved service availability and SLA compliance.
Reduced Mean Time to Restore (MTTR).
Reduction of recurring incidents and faults. 

Transformation and Continuous Improvement
Successful implementation of transformation initiatives.
Reduction in process cycle time and manual interventions.
Achievement of approved transformation benefits. 

Reporting and Analytics
Improved data quality and dashboard reliability.
Increased action closure rates.
Enhanced forecasting and risk visibility. 

Financial Performance
Improved revenue realization.
Reduced revenue leakage.
Delivery of cost-efficiency initiatives and business-case benefits. 

Decision-Making Authority
The incumbent is authorized to:
Approve CX standards, reporting definitions, and improvement priorities within delegated authority.
Direct cross-functional transformation and service improvement initiatives.
Recommend changes to operational models, systems, controls, and investment priorities.
Escalate significant customer, service, operational, or commercial risks.
Allocate resources and manage budgets within approved limits. 

Special Requirements

Physical Requirements

Key Stakeholders

Internal Stakeholders
Chief Delivery Officer
Service Delivery
PMO
Planning & Engineering
Commercial
Technology
Network Operations
Finance
Digital & IT
Customer Operations
Risk
Human Resources 

External Stakeholders
Strategic Customers
Technology Vendors
Service Partners
Contractors
Industry Bodies
Regulatory Authorities
Ecosystem Partners