CEx Strategy Formulation Expert

About the role

Flint Consulting Ltd is seeking a senior CEx Strategy Formulation Expert to lead the design, alignment, and execution of long‑term customer experience strategies for a major telecommunications operator. The role focuses on mapping end‑to‑end journeys, leveraging AI/ML insights, and driving measurable improvements in NPS, CSAT and churn reduction.

Key responsibilities

• Lead formulation, alignment, and execution of CEx strategies in line with corporate objectives and digital transformation goals.
• Map, analyze, and optimize end‑to‑end customer journeys, identifying friction points and value‑creation opportunities.
• Design and implement AI‑driven CEx KPIs such as dynamic NPS forecasting, predictive churn risk scores, and real‑time sentiment analytics.
• Extract deep insights from KPI telemetry to guide executive decision‑making and translate trends into business use cases.
• Collaborate with Analytics and Platforms teams to build predictive models and automated feedback loops for proactive interventions.
• Embed CEx standards into BAU workflows across technology units and business clusters, fostering a customer‑centric culture.

Required profile

• 10+ years of progressive experience in Customer Experience, Digital Transformation, or Customer‑Centric roles within a major telecom operator or leading consultancy.
• Proven track record of designing and delivering end‑to‑end CEx frameworks that improved NPS, CSAT, CLV, or reduced churn.
• Strong understanding of telecom enterprise architecture, BSS/OSS, CRM, and omnichannel platforms.
• Excellent communication and stakeholder management skills, with the ability to convey technical concepts to both technology and business audiences.

Required skills

• AI/ML algorithms for predictive modeling and sentiment analysis
• PowerBI for data visualization
• Customer experience platforms such as Medallia, Qualtrics, Sprinklr
• BSS/OSS and CRM system knowledge