Posted on :
9 Jun, 2016
9 Jun, 2016
Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.
Join our team to run a program with a mobile operator to prioritize, guide and support the implementation of CEM (Customer Experience Management) use cases through a transformation approach to build a customer centric culture.
Leverage cutting edge analytical tools and your operational insights to help a major mobile operator improve their customer experience management (CEM). Meet the business objectives of the CMO, CSO & CTO organizations through continuous improvement in customer experience.
Responsibilities & Tasks
Capture business priorities and define CEM implementation strategy and roadmap
Set up CEM program governance model
Drive improvements related to business processes based upon data analytics and actionable insights from CEM solutions
Turn data insights into meaningful business actions
Define KPIs for customer experience improvements
Define data requirements to conduct analysis to get insights (gather data)
Analyze data and make recommendations
Manage and oversee execution of improvement plans
Review customer experience related touch points and associated processes
Share and identify relevant CEM related use cases
Bachelor’s degree with 4 years + employment history in consulting
Process improvement methodologies
Customer Experience Management systems / tools
Managing cross-functional teams
Strong analytical skills
Excellent communication (written and oral) and interpersonal skills
Previous consulting projects related to CEM
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