Customer Experience Team Leader

About the role

The Customer Experience Team Leader supports a group of Customer Experience Analysts, ensuring that daily tasks are executed efficiently while driving continuous improvement in service quality. The role designs career development plans, conducts root‑cause analysis, and delivers actionable recommendations to enhance client satisfaction.

Key responsibilities

• Guide and mentor Customer Experience Analysts, creating individualized development plans.
• Analyze client complaints and executive escalations, perform root‑cause and process‑gap analyses, and produce improvement recommendations.
• Generate internal and external reports on Customer Experience data and RCA findings.
• Manage CE audit form findings, resolve disputes, and align audit guidelines with business needs and KPIs (CSAT, DSAT, T2B, B2B).
• Ensure proper usage of the Verint tool, maintain data compliance, and coordinate with IT for system issues.
• Collaborate with AGM and CE Manager to present trends, findings, and strategic recommendations during business reviews.
• Monitor transactional compliance, conduct health‑check audits, and perform random re‑audits of analyst work.

Required profile

• Current regular employee of TELUS Digital Morocco with no disciplinary actions in the past 12 months.
• Minimum tenure of 1 year for support‑to‑officer roles, 2 years for manager‑level roles, and 1 year continuous tenure for lateral moves.
• Consistently meets TELUS Values and objectives, with a scorecard average of “ACHIEVING” (promotion) or “DEVELOPING” (lateral).
• Strong analytical mindset, ability to communicate findings clearly, and experience leading a team in a customer‑facing environment.

Required skills

• Proficiency with the Verint platform.
• Root Cause Analysis methodology.