Mobile Network Customer Experience Specialist

Why this job matters

You will bring your personal expertise to a team who are collectively accountable for end-to-end Customer Experience and service performance delivered by BT Networks to ensure a brilliant experience for all our customers. We will achieve success through establishing excellent relationships with our business partners and stakeholders, driving service improvements, and positioning ourselves as champions of the customer experience for the BT business.

You will always look from outside-in through the eyes of our customers and are totally experienced obsessed, always driving for root cause improvement.

What you’ll be doing – your accountabilities

The skills you will need to succeed

Solving complex problems-

·        Investigate and resolve complex issues impacting customer experience.

·        Conduct walk/drive tests engaging directly with customers to replicate issues and identify root causes.

·        Deploy tactical coverage solutions, advise on WiFi calling, or consult with customers on permanent installations.

Driving customer performance-

·        Support Benchmarking activities to ensure EE remains at #1 for Mobile Network.

·        Identify opportunities to improve key benchmarks and metrics for quality e.g., Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Propensity to Contact (PTC)

·        Test new products and services in live to ensure product success criteria are met, as well as understanding any impact to existing services and customer experience.

Voice of the customer-

·        Bring insight to customer feedback by proactively investigating opportunities to further drive customer improvements.

·        Hold Network Services to account by bringing Customer stories into the Leadership Team to drive action.

Collaboration & Team Development-

·        Develop key relationships across the Business, Networks and Managed Services to drive collaboration to fix problems.

·        Building subject matter expertise to share across team. Playing a part in building an engaged and empowered customer experience team.

·        Articulate individual with the passion and energy to influence decision-makers at all levels across the Business.

·        Conflict resolution skills, enabling the individual to cut across organisational and financial complexities to deliver meaningful change and to lead a multi-skilled team.

·        Full understanding of the latest Mobile Generation’s protocols and procedures to enable in depth root cause analysis of Customer faults or complaints.

·        Excellent knowledge of RAN and Core nodes to enable E2E troubleshooting.

·        Excellent knowledge of RF principals. Key areas include power measurements, spectrum analysis, network analysis and the ability to use specialised test equipment and be able to interpret measurement results.

·        Exceptional customer/stakeholder management and communication skills.

·        Exceptional analytical skills to enable solving complex problems, identify root causes and help implement effective solutions.

·        Exceptional clear and concise communication skills to enable collaboration with other team members when explaining technical issues and to enable interaction other technical teams and Customers.

·        Confident managing board level/executive/VIP (MPs, public figures etc) CX escalations to resolution.

·        Confident leading team through change & ambiguity in ever-changing environment as well as coaching and mentoring team as required.

Leadership accountabilities

Experience you would be expected to have

Customer Champion: I understand customers’ needs and challenges and don’t stop until we create brilliant experiences for them. I champion our customers in everything I do.

Change agent: I adapt quickly and perform effectively – even when there’s ambiguity.

Collaborative partner: I understand the agendas and needs of others, alongside the needs of the business. I break down silos, and work brilliantly with partners both within and outside of the organisation to deliver business results.

PREFERRED: May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND). Alternatively, relevant commercial experience - particularly Service Management experience.

PREFERRED: Will have experience of working in a technology driven environment and may have subject matter expertise level knowledge of some or all Converged Services Technology platforms

PREFERRED: Data driven and analytical experience

PREFERRED: Successful change management and continuous improvement experience

MANDATORY: Worked successfully within a team environment and culture where sharing knowledge is the default