Specialist - Service Culture Transformation

Specialist - Service Culture TransformationJob Purpose:Lead the execution of Dialog’s Service from the Heart (SFH) strategy by implementing organization-wide initiatives that strengthen our service culture, uplift employee engagement, and reinforce Dialog’s top-line customer experience indicators.The Job:Execute the Annual Service Culture Transformation Strategy Plan, and report progress and KPIs to the Digital Customer Experience Excellence Group Leadership CommitteeGovern the public opinion gathering session to improve the SFH & Trust culture at Dialog, collate change needs, and drive two-way culture roadmap setting.Lead the execution of 20+ annual SFH initiatives, ensuring impact, engagement, and alignment with established KPIsSupport the delivery of Service from the Heart training programs across organization, all customer touchpoints, including Dialog Subsidiaries & Business Partners.Drive service culture transformation strategies to achieve the annual SFH score for both organization and portfolio.Direct the digital and internal communication strategy, curating content that promotes the SFH spirit across social media and corporate channels.Lead the implementation of SFH-related engagement initiatives as per the annual plan including:Direct the online engagement strategy and promote service culture through curated content shared according to the plan on social media and internal communication platforms.Manage and report monthly KPI achievements to the Performance Management team.Drive self-development and constantly keep up to date on technical knowledge and technology.Develop advanced facilitation skills, use different forms of delivery and gamification to ensure success.Stay updated on current affairs in the domain of training and development.The Person:Degree in a relevant field.Knowledge and experience in the ICT sector or an ICT-related field.Minimum of 3 years of experience in a similar role.Strong passion for customer experience, culture building, and employee engagement.Excellent communication, facilitation, and stakeholder management skills.Creative thinker who thrives on transforming insights into impactful initiatives