Pro Practice & Business Support Analyst

Job description / Role

Role purpose:
• Help the global CMS maintain and develop an industry leading end to end service end customer experience and drive the collaborative working and best practice in the CSM community.
• Act as the face of OBS to internal stakeholders.
• Cooperate transversally with stakeholders across all regions in IBO, IB, CMI
• Influence the performance of operational teams and own the relationships with key stakeholders
• Assist global teams in the Drive for continuous service improvement and service development and Increasing customer satisfaction and Net Promotor Score.
• Be a trusted advocate to assist CSMs protect revenue, maximize margin, and reduce opex whilst maintaining customer value and satisfaction.
• Encourage Good use and maintenance of CSM tools, processes and documentation. EG:(SIP/COG/ORA, MITRO) and be a recognized expert and point of contact for the CSM community and IBO

Key accountabilities
• Work with the global CSM and OBS teams To maintain and help drive improvement and increase our Net Promoter Score by ensuring our products and services meet and where possible exceed expectations.
• Accountable for helping to develop and maintain a proactive service strategy, building strong relationships and leveraging support internally where required to promote the generation, sharing and support od digitalization and transformation.
• Understand the market trends and anticipate the customer needs at a global level and how Orange business services add value.
• Act as a trusted advisor within Orange to ensure all internal stakeholders understand the agreed support model
• Ensure the Customer is aligned and contracted to the appropriate service model.
• Recommendations and demonstrate continuous improvement.

About you

Core competencies,

Business Expertise
• Understand how Orange works together to deliver standard customer solutions
• Good understanding of OBS business and market environments and challenges.
• Champion OBS as a brand and share expert knowledge and best practice across the organization

Leadership
• Demonstration of leading from the front
• Ability to lead and drive internal customer meetings
• Ability to accompany the CSM community in its transformation of the service management role.
• Proactively engages internal key contacts
• Carries a good understanding of International business programs/work streams
• Proactive - Embraces support of Continual Service Improvement specifically within CSAT program.
• Reactive - Escalation points for internal stakeholder requirements in regards of tools and processes
• Ability to carry out basic trend analysis of key data metrics to identify and address areas requiring improvement.

Communication
• Excellent interpersonal skills and presence.
• Ability to communication & present to senior management
• Ability to build positive relationships transversally
• Good Practical level of influencing and collaboration skills to drive continual service improvement and resolve issues.

Functional knowledge

Department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.