Customer Experience Manager at TDC NET
To be a part of an interesting transformation within one of Denmark’s strongest brands, we are currently looking for a top talent to take a key role in the Customer Experience team who has the developmental strength and executional power to make an impact for the customers.
About TDC NET
With one foot in the future and one in the past, TDC NET is both at the forefront of revolution and comes with a long heritage. In 2019, TDC Group was split into two companies: TDC NET (an infrastructure focused company) and Nuuday (an end-user content focused company), and with the rollout of fibre-optic broadband and 5G, TDC NET provides the fastest fixed-line connections and the best mobile network.
TDC NET contributes to the digitalization of Denmark and aims to deliver the best mobile network and fixed connections. The company focuses on designing, building, and running the digital infrastructure of the future, opening its network for all Service Providers (e.g., Nuuday, Telia, Telenor, Fastspeed etc.) to build and sell end-user solutions on top in order for everyone in Denmark to enjoy access to high-speed connections. This with the aim for ensuring Denmark as the digital frontrunner by investing in technologies of the future, which gives the best connectivity to everyone in Denmark.
TDC NET operates as an independent company with its own purpose, strategy, leadership team, and plans for the years to come. They employ approximately 2.500 employees and revenues amount to 7 billion DKK revenue, 55+% EBITDA margin and investments exceeding 20+ billion DKK in the coming 10 years. Hence, building up this new company is a unique opportunity to be part of one of the most interesting journeys and transformations in the telco industry.
As Customer Experience Manager, you will take the leading role in identifying challenges and improvement areas in current customer journeys and processes, and drive improvements to ensure the best customer experience across touch points. The position reports to Head of Customer Experience, who reports to SVP, Head of Commercial Operations.
TDC NET’s offers an exciting position where you will be able to heavily influence the customer journey and future success of TDC NET. You will be a part of a growth and investment case – and help shape the future of communications in Denmark and being a reference case for telco globally. Moreover, you will enter a position in a newly established team where you will have an excellent opportunity for continuous growth and career opportunities.
Your primary areas of responsibility:
Developing, operationalizing and implementing a customer experience vision across TDC NET
Setting up and driving Customer Experience governance in TDC NET
Explore and identify challenges and improvement areas across the customer experience and
formalize issues in order to facilitate prioritization and action-oriented recommendations
Identify and map customer journeys across TDC NET including customer interviews to identify
and assess customer needs and pains and share it with relevant parts of the organization
Participate in design and setup of customer satisfaction metrics
Drive implementation of improvement projects together with relevant departments in the organization
Defining the toolbox within Design Thinking and creating template and methods for implementation of e.g., customer journey mapping, usertests etc.
The position is located at TDC NET’s Headquarter at Teglholmsgade in Copenhagen.
The ideal candidate comes with approx. 3-5 years of experience – gladly more – within customer experience strategy and management, service design, project management or similar from a leading company or alternatively experience as a management consultant within these areas.
Moreover, you have a relevant master’s degree in business, finance, customer experience management, service design, UX, IT, sociology, anthropology or other relevant degree. To fulfill this position, your qualifications should overall include solid experience with identifying and implementing customer experience and experience in assessing customer needs through customer interviews. It is a plus – but not a requirement – if you have experience with implementing customer experience improvements from a B2B-company. Furthermore, you come with telco and / or technology experience and a great interest within this.
Personal characteristics and competencies are also important to succeed in this role. Some of the personal competencies we attach the greatest value to is that you take the customer perspective, and can be an ambassador for thinking outside-in.
The ideal candidate is also having a curious personality with empathy and desire to understand others and being an outstanding team player. Furthermore, you must have solid analytical skills and a strong problem- solver mindset who can reduce complexity. Strong communicative skills and the ability to translate data and analysis into valuable customer insights and structure insights to facilitate prioritization and action-oriented recommendations is also an important skill. Written and spoken English on negotiation level is a requirement just as it is a clear advantage if you are fluent in Danish. Moreover, it is expected that you have an overall business acumen and a commercial mindset in order to apply insights in a corporate context. Personally, you are self-driven, robust and take responsibility of driving things forward.