Customer Experience Director

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

As the Customer Experience Director, you will take full accountability for service quality, lead governance activities for programs and projects, and serve as the primary senior point of contact for escalated service delivery issues, ultimately driving customer satisfaction and operational excellence.

• To have overall accountability for the quality of any insourced or outsourced services provided to multinational customers measured against service level agreements.
• Leadership of all Program & Project governance activities, ensuring alignment with strategic objectives.
• To ensure full compliance with customized/outsourced Service Management product definition.
• To be the customer's primary senior point of contact within Orange Business Services for escalated service delivery and operational-related issues.
• To lead management of customer service improvement plans to increase customer satisfaction.
• To ensure timely reporting, including metrics against customer SLAs on quality, change, and performance of services provided.
• Overall ownership of maintaining up-to-date customer information in relevant databases and repositories.
• To lead regular service, project, and program review meetings at both corporate and executive levels with customers and internally.
• To assist in Service & Project Management proposed solutions and provide pre-sales presentations as required.
• To interface with customers at the senior management level regularly and conduct periodic executive service and program reviews.
• To assist the Service & Project Management management team in identifying revenue opportunities for new business.
• Maintain current knowledge of Orange products and services to provide informed recommendations.
• Assist in negotiating service and project management contracts, collaborating closely with the Account Director and customer teams.
• Implement and oversee a structured vendor management process for outsourced services, ensuring compliance and quality.

About You

You possess in-depth knowledge of network infrastructure and global IT products and services, enabling you to provide strategic consultancy to senior management. With a proactive mindset, you excel in delivering high-level presentations, effectively communicating with executives, and driving initiatives that elevate customer satisfaction, all while managing both local and remote teams.

Your professional skills

• Possesses in-depth knowledge of network infrastructure and global IT products and services to deliver expert consultancy.
• Demonstrates the ability to provide seasoned advice on Project, Program, Service, and Operations related issues for both short and long-term implications.
• Excels at performing high-level presentations tailored for both internal and external stakeholders.
• Shows strong proficiency in developing and recommending custom customer service solutions outside standard product offerings.
• Is capable of managing the preparation, interpretation, and dissemination of customer technical information effectively.

Your soft skills

• Displays a confident and professional demeanor suitable for interfacing across all business areas.
• Communicates clearly and effectively both one-on-one and in larger group settings.
• Operates adeptly at a senior executive level among customers, vendors, partners, and internal teams.
• Demonstrates strong leadership skills while managing diverse team members in both local and remote settings.
• Exhibits adaptability and a passion for exploration, contributing to innovative solutions and customer service enhancements.

At Orange, we promise to foster a dynamic environment where your problem-solving skills, technological ambition, and passion for exploration come to life. Here, you will inspire and lead diverse teams, drive impactful service improvements, and ensure that our customers' experiences are nothing short of exceptional. Join us and be part of a visionary team dedicated to shaping the future of customer experience.

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.