Customer Experience and Service Director / Deputy Director – banglalink

Active

Business Management, Customer Service

Dhaka

Full Time

Any

Vacancy 1 position

Experience (years) 14 – 18

Salary & vacancy

1 vacancy

Job Description

Banglalink is hiring a Customer Experience and Service Director/Deputy Director to lead its end‑to‑end CEX transformation agenda in Dhaka. This senior role will shape strategy, governance, and execution across physical, digital, assisted and self‑service channels, positioning the company as a true customer champion. The ideal candidate brings 14‑18 years of telecom experience, including senior management of sales and service functions, and a proven ability to drive digital and AI‑enabled service innovations.

The director will oversee contact center operations, IVR, USSD, and digital self‑service platforms while ensuring compliance with BTRC regulations. Responsibilities include leveraging NPS analytics, brand health tracking, and customer insights to boost satisfaction and loyalty, as well as building a high‑performing CX team. This is a unique opportunity to influence banglalink’s customer‑first culture and advance its market leadership in Bangladesh’s telecom sector.

Requirements

• Experience: 14 – 18 years

Education Requirements

Educational credentials expected are:

Master’s degree in Business Administration or equivalent
Bachelor’s degree in Business, Management or related discipline

Experience Requirements

Extensive experience in telecom and service leadership is essential.

Overall 14‑18 years of relevant experience
6‑8 years in Sales & Service Management with direct customer interaction
4‑5 years in senior manager positions
Proven background in telecom channels, product or technology teams
Project Management and Change Management experience

Qualifications

Key qualifications for success include:

Strong leadership and people‑development capabilities
Track record of driving customer‑experience transformation
Deep understanding of omnichannel service delivery
Ability to align CX initiatives with business strategy
Excellent stakeholder and cross‑functional collaboration skills

Skill Requirements

Customer Experience Strategy
Digital & AI‑Driven Self‑Service
Omnichannel Service Management
Data Analytics & NPS Insights
Project Management
Change Management
Stakeholder Management
Regulatory Compliance (BTRC)

Incentive & compensation

–

How to apply for Banglalink jobs

Follow these steps to submit your application.

Prepare an updated CV highlighting relevant telecom and CX leadership experience.
Click the official application link: Apply Now.
Complete the online form and upload your CV and any supporting documents. No deadline has been announced.

About Banglalink

Banglalink is one of Bangladesh’s leading mobile telecommunications operators, offering a wide range of voice, data, and digital services to millions of customers. Known for its innovative approach and strong market presence, the company continuously invests in superior customer experiences and cutting‑edge technology.