Head of Customer Experience - Jakarta

Primary responsibilities
1. Strategic Leadership:
• Develop and implement a customer experience strategy aligned with the company's business
goals and objectives.
• Lead and inspire cross-functional teams to deliver exceptional customer experiences.
2. Stakeholder Collaboration:
• Collaborate with internal teams, including engineering, sales, and marketing, to align customer
experience initiatives with overall business strategies.
• Build and maintain strong relationships with ISPs, understanding their needs and challenges.
3. Issue Resolution & Crisis Management:
• Act as a point of contact for complex issues that arise between our underlying network
infrastructure and ISPs' interface with end-user consumers.
• Facilitate communication and collaboration to resolve issues promptly.
• Develop and implement crisis management plans to mitigate customer impact.
4. End-to-End Experience:
• Ensure a holistic approach to customer experience, considering the entire B2B2C journey from
our infrastructure to the end-user.
• Implement strategies to improve service delivery and reduce customer pain points.
5. Data Analysis and Insights:
• Utilize customer feedback, data analytics, and market research to identify areas for
improvement.
• Translate insights into actionable plans to enhance the overall customer experience.
6. Continuous Improvement:
• Implement continuous improvement initiatives to optimize processes and systems related to
customer experience.
• Drive innovation to stay ahead of industry trends and customer expectations.
7. Customer Journey Mapping:
• Analyze and map the end-to-end customer journey to identify pain points and opportunities
for improvement.
• Implement strategies to streamline and enhance the customer experience at each touchpoint.

Primary responsibilities
1. Strategic Leadership:
• Develop and implement a customer experience strategy aligned with the company's business
goals and objectives.
• Lead and inspire cross-functional teams to deliver exceptional customer experiences.
2. Stakeholder Collaboration:
• Collaborate with internal teams, including engineering, sales, and marketing, to align customer
experience initiatives with overall business strategies.
• Build and maintain strong relationships with ISPs, understanding their needs and challenges.
3. Issue Resolution & Crisis Management:
• Act as a point of contact for complex issues that arise between our underlying network
infrastructure and ISPs' interface with end-user consumers.
• Facilitate communication and collaboration to resolve issues promptly.
• Develop and implement crisis management plans to mitigate customer impact.
4. End-to-End Experience:
• Ensure a holistic approach to customer experience, considering the entire B2B2C journey from
our infrastructure to the end-user.
• Implement strategies to improve service delivery and reduce customer pain points.
5. Data Analysis and Insights:
• Utilize customer feedback, data analytics, and market research to identify areas for
improvement.
• Translate insights into actionable plans to enhance the overall customer experience.
6. Continuous Improvement:
• Implement continuous improvement initiatives to optimize processes and systems related to
customer experience.
• Drive innovation to stay ahead of industry trends and customer expectations.
7. Customer Journey Mapping:
• Analyze and map the end-to-end customer journey to identify pain points and opportunities
for improvement.
• Implement strategies to streamline and enhance the customer experience at each touchpoint.

By offering superior connectivity infrastructure, Lightstorm is empowering enterprises across Asia Pacific and the Middle East with hyperscale networking that accelerates growth and spurs innovation in the digital economy. A super-specialist in transport network services and super-automated cloud connectivity, Lightstorm bears deep project experience and strong global management capabilities. As a trusted partner of several Fortune 500 companies, Lightstorm is creating a robust foundation of digital infrastructure to create new sources of value and differentiation for businesses.