Customer Experience Transformation Lead Job Vacancy in Sfax, Tunisia – Telecommunications

Job Description

Position: Customer Experience Transformation Lead

Company: Orange Tunisia

Location: Sfax, Tunisia

Experience: 5-7 years

Education: Bachelor’s degree required, Master’s preferred

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience & Digital Transformation

Salary: 3,500 – 5,000 SSP per month

Vacancies:1

Company Overview

Orange Tunisia, a subsidiary of the global Orange Group, is a leading telecommunications operator delivering mobile, fixed-line, and broadband services across Tunisia. With a commitment to innovation, sustainability, and customer centricity, Orange Tunisia has consistently ranked among the top employers in the region. The company invests heavily in digital infrastructure, 5G rollout, and next‑generation services, creating a dynamic environment where talent thrives. As part of its strategic vision, Orange Tunisia focuses on transforming the customer journey through data‑driven insights, omnichannel experiences, and AI‑powered solutions. This commitment makes the organization an ideal place for professionals seeking to shape the future of telecom services in North Africa.

Orange’s global footprint spans over 30 countries, providing a robust platform for cross‑border collaboration and career development. Employees benefit from continuous learning programs, competitive compensation, and a culture that values diversity, inclusion, and social responsibility. By joining Orange Tunisia, you become part of a forward‑thinking team that is redefining connectivity and digital experiences for millions of Tunisians.

Job Overview

The Customer Experience Transformation Lead will spearhead Orange Tunisia’s initiative to redesign the end‑to‑end customer journey, leveraging advanced analytics, digital tools, and service design principles. Reporting to the Head of Digital Strategy, you will collaborate with cross‑functional teams—including Marketing, IT, Operations, and Product Development—to deliver seamless, personalized experiences across all touchpoints. This role is pivotal in driving customer satisfaction, loyalty, and revenue growth in a highly competitive telecom market.

Orange Tunisia is actively hiring top talent to strengthen its leadership bench. Explore more opportunities at our main portal https://tunisiajobsearch.com.

Key Responsibilities

• Develop and execute a comprehensive customer experience (CX) transformation roadmap aligned with Orange’s strategic objectives.
• Conduct deep‑dive analyses of customer data, journey maps, and pain points to identify high‑impact improvement areas.
• Lead cross‑functional workshops to co‑create service designs, digital interfaces, and omnichannel solutions.
• Implement AI‑driven personalization engines, chatbots, and self‑service portals to enhance digital interactions.
• Define and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn reduction.
• Collaborate with IT and Product teams to integrate CX initiatives into existing platforms and future releases.
• Manage change management programs, including training, communication, and stakeholder engagement.
• Prepare executive dashboards and regular reports to communicate progress and ROI to senior leadership.

Required Skills

• Proven expertise in customer experience strategy, service design, and digital transformation within the telecom sector.
• Strong analytical skills with proficiency in data visualization tools (e.g., Tableau, Power BI) and statistical analysis.
• Excellent leadership and project management abilities, capable of driving multi‑disciplinary teams.
• Deep understanding of omnichannel ecosystems, AI/ML applications, and emerging telecom technologies (5G, IoT).
• Exceptional communication and stakeholder management skills, fluent in Arabic, French, and English.
• Ability to translate complex data insights into actionable business recommendations.

Education

A bachelor’s degree in Business Administration, Marketing, Computer Science, or a related discipline is required. A master’s degree or MBA with a focus on digital transformation or customer experience is highly desirable.

Experience

Minimum of 5‑7 years of progressive experience in customer experience leadership, preferably within a telecommunications or technology environment. Demonstrated success in delivering large‑scale CX projects and measurable business outcomes is essential.

Salary

The position offers a competitive monthly salary ranging from 3,500 to 5,000 SSP, complemented by performance‑based bonuses, health insurance, and a comprehensive benefits package.

Benefits

• Performance‑linked annual bonus.
• Health and dental insurance for employee and dependents.
• Generous paid time off and public holiday schedule.
• Professional development allowance and certification support.
• Employee stock purchase plan.
• Flexible working hours and remote‑work options.

Training

• Onboarding program covering Orange’s culture, systems, and CX methodology.
• Access to Orange Academy for continuous learning in digital, AI, and leadership.
• Mentorship from senior executives and industry experts.
• Regular workshops on data analytics, service design, and emerging telecom trends.

Working Environment

Orange Tunisia offers a modern, collaborative workspace located in the heart of Sfax’s business district. The office is equipped with state‑of‑the‑art technology, flexible workstations, and dedicated zones for innovation labs. Employees enjoy a vibrant culture that encourages creativity, knowledge sharing, and work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through our online portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment.

For additional career resources, visit https://moroccojobsearch.com/job-vacancy-morocco/.

Explore regional opportunities at https://tanzaniajobsearch.com/job-vacancy-tanzania/.

Equal Opportunity Statement

Orange Tunisia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.