Customer Innovation & Enhancement Expert

At DIGI BELGIUM, we're not just stepping into the telecom landscape; we're here to revolutionize it. With bold ambitions and a relentless drive, our mission is to disrupt the status quo, championing a customer-centric approach and a commitment to innovation. We're not just participants in the telecom industry; we're leading a transformative wave, reshaping connectivity with every initiative.

To support us in this mission and as we transition from startup to scale-up, we are seeking a highly motivated and experienced Customer Innovation & Enhancement Expert to lead our customer service operations and who will play a key role in ensuring the overall quality of products and services, improving processes, and maximising customer satisfaction.

The Customer Innovation & Enhancement Expert will be a key player in shaping the customer care department’s innovation strategy, optimising processes, and ensuring the efficient management of tools and technologies. This role demands a visionary with a deep understanding of emerging technologies and a passion for enhancing customer interactions.

Key Responsibilities:

1. Taking care of our customers

2. Metrics & Reporting:

• Define and monitor key metrics related to innovation, process optimization, and tool management.

• Utilise data and analytics to derive insights for continuous improvement.

3. Innovation:

• Conduct market research to identify industry trends and customer preferences.

• Explore and implement innovative technologies, including cybersecurity, KYC, and AI.

• Drive infrastructure improvements to support innovation initiatives

4. Optimization:

• Optimise processes for efficiency and scalability.

• Lead problem and incident management, ensuring timely resolution.

• Co-create the contact centre modus operandi and contribute to script writing.

• Manage the do-it-yourself part of online channels, FAQs, and collaborate on knowledge base management.

5. Tool Management:

• Manage subscriptions and enable technology to enhance customer experiences.

• Oversee CRM and contact centre software to ensure optimal functionality.

• Drive omnichannel integration to create a seamless customer journey.

Requirements

Requirements:

Education:

• Bachelor's degree in Business, Technology, or a related field. Master's degree is a plus.

Experience:

• Proven experience (3-5 years) in a managerial role, preferably in the telecom or technology industry.

• Demonstrated success in driving innovation initiatives and optimising processes.

Skills:

• Strong analytical and data-driven decision-making skills.

• In-depth knowledge of emerging technologies such as AI, cybersecurity, and KYC.

• Experience in process optimization and scalability.

• Proficiency in CRM and contact centre software management.

• Understanding of omnichannel strategies and integration.

• Proficient in English, Dutch & French

Personal Attributes:

• Visionary with a passion for innovation.

• Excellent communication and interpersonal skills.

• Proven problem-solving and incident management capabilities.

• Adaptable to a fast-paced and dynamic work environment.

• Strong collaboration skills for co-creation efforts.
  

At Digi Belgium you will be part of an enthusiastic and ambitious team in which we greatly value your own input and believe in the growth of each of our employees. We offer you a great opportunity to work for a fast-growing and innovative employer that operates as a challenger in the Belgian telecom market. Next to this, we also offer a wide range of benef