CX Loyalty Lead

Top Skills:
1. Regional wireless SPOC
2. Problem Management
3. Surveys, personas, requirements, customer analytics
Summary:
We are seeking a CX Loyalty Lead to act as the regional wireless single point of contact (SPOC) for the Client, owning the relationship between the wireless service and the people who rely on it. You will combine problem management, user research, and customer analytics to understand how the Wi-Fi experience is perceived and how it performs, and turn those insights into requirements and improvements that build satisfaction and loyalty across the region.
Key responsibilities
Regional wireless SPOC
• Serve as the primary regional contact for wireless matters, representing the Client's stakeholders to the delivery team and the delivery team to the Client
• Maintain regular engagement with regional IT, site, and business leaders, including service reviews and governance meetings
• Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and closed
• Communicate service status, planned changes, and improvement initiatives clearly and proactively
• Manage regional escalations and own communication during high-impact situations