Customer Experience Specialist

At Digicel Pacific, we’re on the lookout for dynamic individuals to join our expanding team. If you thrive in a fast-paced telecommunications environment and meet the desired qualifications, we’d love to hear from you!

We are currently seeking a highly motivated Customer Experience Specialist to join our Products Team at the Nabua office, reporting to the Customer Experience Manager. This is an exciting opportunity to be part of our growth and innovation!

The Customer Experience Specialist is a data-driven CX professional responsible for governance, analytics, and digital transformation initiatives across multiple markets. This role focuses on customer journey optimization, self-service automation, and CX performance insights to drive measurable improvements in customer satisfaction and loyalty.

Unlike traditional customer-facing roles, this position requires strong analytical capability, CX technology expertise, and the ability to translate insights into strategic actions that enhance digital and voice channels.

Core Responsibilities

CX Analytics & Governance

• Own CX dashboards and reporting for KPIs such as tNPS, CSAT, FCR, containment rates, and digital adoption.
• Conduct root-cause analysis for recurring issues and recommend process redesigns.
• Lead governance reviews and ensure adherence to CX standards across all markets.

Digital Self-Service & Automation

• Drive automation initiatives across IVR, chatbots, and digital journeys to reduce call volumes and improve containment.
• Identify top call drivers and implement deflection strategies through digital enhancements.

Customer Journey Optimization

• Map and redesign customer journeys for improved experience and efficiency.
• Collaborate with IT and product teams to implement CX improvements across apps, IVR, and ticketing workflows.

Voice of Customer (VoC) Insights

• Consolidate feedback from multiple channels and prepare actionable insights for leadership.
• Support advanced analytics projects using tools like Power BI or Tableau.

Academic qualifications, Experience & Skills required for this role:

• Bachelor’s degree in Business, Data Analytics, Marketing, or related field.
• 3+ years in CX analytics, digital transformation, or telecom operations.
• Proficiency in CX metrics and reporting tools (Power BI, Tableau).
• Familiarity with telco platforms (CRM, IVR, chatbot, ticketing systems).
• Strong problem-solving, stakeholder management, and presentation skills.
• Familiarity with telco BSS/OSS, CRM, IVR, Chatbot, Ticketing, CX automation and Contact Center platforms (e.g.Zendesk, Freshdesk, Sprinklr, Haptik, Qualtrics, BNG, CSG, etc.).
• Basic understanding of CX metrics (NPS, tNPS, CSAT, FCR, Drop-off Rate, Containment Rate, etc).
• Exposure to telecom operations, billing, or L1/L2 escalation workflows.
• Interest in process design, customer analytics, and digital transformation.

Why Join Us?

We foster an innovative work culture that encourages fresh ideas, offering a competitive compensation package with benefits like medical and life insurance, a mobile handset, call credit, staff Unwired internet & Sky Pacific plans, study leave, a recharge day for relaxation, and many more exciting perks for the right candidate!

Think you’re the perfect fit? Don’t miss out—click "Apply Now" by 5pm on Friday 5th December, 2025! Be sure to attach your cover letter, the latest version of your resume, referee details, and copies of your required qualifications. Ready to join the team? We can’t wait to hear from you!

Note: We’re only accepting online applications—no hard copies or emails will be considered. 

Digicel Central Resources (Fiji) Limited is an Equal Opportunity Employer