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The project is being carried out at a leading telecommunications company and aims to modernize the technical system landscape and operating model. This is intended to improve customer experience and service quality in the Mobile Postpaid segment, shorten the time-to-market for new products, and reduce operating costs.
The focus is on the development and implementation of high-performance product catalog, order management, and CRM/CIM systems that enable more efficient and customer-friendly control. In addition, central processes for customer value management and tariff advice (Best-Tariff-Advice) are optimized and transformed for the new system landscapes.
Specific tasks & deliverables:
Advising the specialist teams (Portfolio Planning & Scoping Team, Tribes, Product Owner) on Mobile Postpaid retention and the statutory Best-Tariff-Advice process in the telecommunications industry.
Analyzing the existing value management and Best-Tariff-Advice functionalities in the current systems and identifying optimization potential.
Developing optimization proposals for customer value management and tariff advice in the existing systems to enable more efficient customer retention before migration to the new target systems.
Providing functional and technical consulting to define requirements for value management and Best-Tariff-Advice logic in the future CRM and order management systems.
Reporting and analyzing relevant key metrics in both the old and new systems using Jira, Confluence, and Excel.
Supporting the development of new KPIs, reports, and processes for Mobile Postpaid value management and the Best-Tariff-Advice process in the new systems.
Experience in the telecommunications industry, especially with postpaid tariffs and their customer retention measures.
Solid knowledge of CRM strategies and measures, particularly in Mobile Postpaid Retention.
Experience with Best-Tariff-Advice processes and their regulatory requirements.
Understanding of customer value management and data-driven decision making, especially regarding tariff optimization.
Knowledge in analyzing and optimizing existing customer processes to increase loyalty and reduce churn rate.
Experience with order management and CRM/CIM systems, ideally Salesforce and Adobe Experience Manager (AEM).
Experience with system migrations and transformation projects, particularly in implementing new telecommunications IT systems.
Confident handling of agile methods (Scrum, SAFe) and tools like Jira and Confluence.
Experience in requirements analysis and process definition for customer-facing IT systems in telecommunications.
Excellent communication and stakeholder management skills to collaborate effectively with various teams (e.g., Product Owner, developers, business units).