HBB Customer Experience; CX

Role Purpose

The regional CX role for Home will bridge the gap between HQ and local execution in the Circle. The role will own the end-to-end customer journeys and operations for Home (HiFi Fiber and HiFi Air) in the Circle driving both satisfaction and operational efficiency.

• Establish and maintain governance frameworks for CX initiatives.
• Track progress of CX projects across departments (Product, Technology, Operations, Marketing, etc.).
• Ensure initiatives follow agreed timelines, milestones, and deliverables.
• Manage risk tracking, issue resolution, and escalation when necessary.

• Act as a central coordination point between HQ CX for any customer related issues including handling of customer cases /escalations in the Circle.
• Align stakeholders including HBB Product/CVM, Customer Care, Operations and Customer Journeys, Network and IT
• Facilitate regular working group meetings and leadership updates to HBB Head in the Circle incl Head of Circle as and when needed.

• Provide regular updates and dashboards to HBB Home leadership incl Head of Circle
• Track KPIs such as:
• Customer satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer complaints / churn drivers within Circle
• Initiative delivery progress for Circle based initiatives
• SLAs non-compliance for Tickets and Activations

• Support teams in identifying customer pain points across journeys and give report/feedback to HBB CX in HQ
• Coordinate initiatives that improve end-to-end customer experience
• Ensure any improvements are measurable and linked to overall CX metrics for Home.

• Prepare leadership presentations and updates.
• Ensure transparency on progress, challenges, and opportunities.
• Drive alignment across senior stakeholders within HBB Home structure on CX Agenda

• Bachelor’s Degree in Business Administration, Management, Marketing, Engineering, Information Systems, or a related field
  .
• A Master’s degree (MBA or similar) is an advantage but not mandatory.
• Certification in Project Management but Optional (Prince2/Scrum/Agile Squads)

• Experience in Customer Experience Excellence e.g. Journey mapping and Operations and Analytics
• Background in Telecom, Digital Platforms, or Customer Operations and Analytics
• Familiarity with CX metrics (NPS, CSAT, CES, SLAs)
• Related

• Ability to prioritize initiatives based on business impact
• Experience dashboards, and reporting
• Strong stakeholder management and cross-functional collaboration
• Analytical thinking and problem solving
• Ability to translate customer insights into actionable initiatives
• Strong communication skills