Customer Experience Executive - B2C - Cayman.

Digicel Cayman Limited. is seeking applicants for a full-time role, Customer Experience Executive – B2C – Cayman. This person will report to the Country Manager / Regional Head of Customer Operations.

The Customer Experience Executive – B2C – Cayman. is executing and continuously improving the end-to-end customer experience across the Consumer business within the local market.
The role owns the identification, monitoring, and resolution of customer experience gaps throughout the customer lifecycle, ensuring customers receive a consistent, seamless, and high-quality experience across all consumer touchpoints, including Retail, Customer Care, Sales, Service Delivery, Technical Support, Digital Channels, Billing, and Field Operations.
The role also serves as the primary liaison between the local market and the Regional Customer Care organization, ensuring customer issues requiring market intervention are resolved efficiently, operational barriers are removed, and customer feedback is translated into continuous service improvements.
Working closely with cross-functional teams, the Customer Experience Executive will monitor customer experience performance, coordinate continuous improvement initiatives, drive Voice of Customer (VoC) programmes, and ensure customer feedback is translated into measurable operational improvements.

Main Duties and Responsibilities:
Customer Journey Management
• Monitor and continuously improve the end-to-end customer journey across all B2C products and services.
• Identify customer pain points and opportunities to simplify customer interactions across every stage of the customer lifecycle.
• Conduct regular reviews of customer journeys across Retail, Customer Care, Digital Channels, Service Delivery and Technical Support.
• Develop and coordinate action plans to improve customer journeys and eliminate friction points.
• Work closely with Customer Care, Retail, Sales, Marketing, Service Delivery, Network and Technical teams to implement agreed improvements.

Voice of Customer (VoC)
• Coordinate Voice of Customer programmes including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), customer surveys and feedback initiatives.
• Analyze customer feedback to identify recurring themes, service failures and improvement opportunities.
• Monitor customer sentiment across social media and digital platforms where applicable.
• Represent the voice of the customer in operational and commercial discussions.
• Ensure customer feedback is converted into measurable improvement initiatives.

Customer Experience Improvement
• Identify opportunities to improve customer journeys and simplify customer interactions.
• Investigate recurring customer issues and coordinate corrective actions with the appropriate business areas.
• Recommend operational improvements that positively impact customer experience.
• Support and coordinate customer experience improvement initiatives across the local market.
• Execute regional customer experience initiatives and ensure local adoption of best practices.

Service Quality Monitoring
• Monitor service quality across all customer service channels.
• Conduct regular visits to Digicel Retail Stores to assess customer experience, service quality, merchandising, and customer engagement.
• Monitor customer experience throughout installation and service delivery activities.
• Work with Technical Support teams to improve issue resolution and customer communications.
• Monitor customer experience KPIs and coordinate corrective actions where required.

Regional Customer Care Coordination & Market Liaison
• Act as the primary market representative and point of contact for the Regional Customer Care team on all customer experience and service-related matters requiring local intervention.
• Coordinate the timely investigation and resolution of customer issues escalated by the Regional Customer Care team, ensuring effective collaboration with local Consumer, Retail, Technical Support, Service Delivery, Network, Billing, and other operational teams.
• Facilitate communication between Regional Customer Care and local business functions to ensure customer issues are resolved efficiently, root causes are addressed, and customers receive consistent and timely updates.
• Monitor recurring customer issues and proactively engage with local stakeholders to prevent escalation, improve service quality, and reduce repeat customer contacts.

Customer Journey Management
• Monitor and continuously improve the end-to-end customer journey across all B2C products and services.
• Identify customer pain points and opportunities to simplify customer interactions across every stage of the customer lifecycle.
• Conduct regular reviews of customer journeys across Retail, Customer Care, Digital Channels, Service Delivery and Technical Support.
• Develop and coordinate action plans to improve customer journeys and eliminate friction points.
• Work closely with Customer Care, Retail, Sales, Marketing, Service Delivery, Network and Technical teams to implement agreed improvements.

Voice of Customer (VoC)
• Coordinate Voice of Customer programmes including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), customer surveys and feedback initiatives.
• Analyze customer feedback to identify recurring themes, service failures and improvement opportunities.
• Monitor customer sentiment across social media and digital platforms where applicable.
• Represent the voice of the customer in operational and commercial discussions.
• Ensure customer feedback is converted into measurable improvement initiatives.

Customer Experience Improvement
• Identify opportunities to improve customer journeys and simplify customer interactions.
• Investigate recurring customer issues and coordinate corrective actions with the appropriate business areas.
• Recommend operational improvements that positively impact customer experience.
• Support and coordinate customer experience improvement initiatives across the local market.
• Execute regional customer experience initiatives and ensure local adoption of best practices.

Service Quality Monitoring
• Monitor service quality across all customer service channels.
• Conduct regular visits to Digicel Retail Stores to assess customer experience, service quality, merchandising, and customer engagement.
• Monitor customer experience throughout installation and service delivery activities.
• Work with Technical Support teams to improve issue resolution and customer communications.
• Monitor customer experience KPIs and coordinate corrective actions where required.

Regional Customer Care Coordination & Market Liaison
• Act as the primary market representative and point of contact for the Regional Customer Care team on all customer experience and service-related matters requiring local intervention.
• Coordinate the timely investigation and resolution of customer issues escalated by the Regional Customer Care team, ensuring effective collaboration with local Consumer, Retail, Technical Support, Service Delivery, Network, Billing, and other operational teams.
• Facilitate communication between Regional Customer Care and local business functions to ensure customer issues are resolved efficiently, root causes are addressed, and customers receive consistent and timely updates.
• Monitor recurring customer issues and proactively engage with local stakeholders to prevent escalation, improve service quality, and reduce repeat customer contacts.
• Support local Sales, Retail, Customer Care, and Service Delivery teams in resolving complex customer cases, ensuring customer issues are managed consistently and in line with Digicel's customer experience standards.
• Capture insights from escalated cases and recurring customer issues, identify systemic trends, and work with the relevant business areas to implement sustainable corrective actions.
• Participate in regular Regional Customer Care reviews, ensuring market-specific issues, operational constraints, and improvement opportunities are appropriately communicated and actioned.

Customer Communications
• Coordinate operational customer communications relating to service disruptions, planned maintenance, billing notifications, service enhancements and customer education.
• Ensure all customer communications are timely, accurate, consistent and customer-friendly.
• Support initiatives that encourage adoption of digital channels, self-service capabilities and new products and services.
• Share customer insights and improvement opportunities with internal stakeholders.

Complaint & Escalation Management
• Coordinate the resolution of executive, regulatory and high-priority customer complaints.
• Ensure escalated customer issues are managed promptly and professionally.
• Identify underlying causes of complaints and coordinate sustainable corrective actions.
• Coordinate customer recovery activities following service failures.
• Monitor complaint trends and recommend preventive improvements.

Customer Experience Governance & Reporting
• Track and report customer experience KPIs across the market.
• Prepare monthly customer experience reports and dashboards.
• Monitor completion of agreed customer experience improvement initiatives.
• Participate in regular operational and commercial reviews to represent customer experience priorities.
• Ensure local customer experience activities align with regional frameworks, standards and governance.
Testing and Ad Hoc Project Support
• Support Regional and Group teams with ad hoc projects, system testing and UAT activities, acting as the in-market resource for initiatives requiring local coordination and execution
Ticketing Platform and Queue Visibility
• Monitor and manage the local customer ticket queue within the ticketing platform, ensuring unactioned items are flagged and prioritized, and that ticket visibility and reporting is maintained in line with Regional standards

Academic qualifications and experience required for job:
• Bachelor’s degree in business administration, Marketing, Customer Experience, Hospitality Management or a related discipline preferred.
• Minimum 3–5 years' experience in Customer Experience, Customer Service, Operations, Retail, Telecommunications, Banking, Hospitality or a similar customer-focused environment.
• Experience leading customer experience improvement initiatives is preferred.
Telecommunications experience is considered an advantage.

Functional Skills:
• Strong customer-centric mindset.
• Excellent analytical and problem-solving skills.
• Strong stakeholder management and influencing capability.
• Excellent communication and presentation skills.
• Strong organizational and project management skills.
• Ability to coordinate cross-functional initiatives.
• Strong reporting and data interpretation capability.
• Ability to work independently and drive continuous improvement.
• High attention to detail.
• Strong interpersonal and relationship-building skills.