Job PurposeTo provide dedicated governance and coordination across multiple experience projects, ensuring structured delivery, cross-functional alignment, and process consistency.RationaleCurrent team bandwidth is focused on execution and analytics, leaving limited capacity for centralized coordination, milestone tracking, and progress reporting. Experiences Dept is managing multiple TRI*M Studies on CEX, FTTH and Roaming. There a major project on Survey management tool covering more than 65 surveys distributed in 3 phases. It includes managing Questionnaires, Survey Creation, Designing & Approval, Requirement clarifications, E2E Designs, Development, SIT, UAT & Go live.There are also other projects in pipeline like Mystery shopper, CEX Study, Preference Programs & Experience Command Center. There are weekly Steercos with the CEO, this position is critical to track, coordinate, report progress of agreed actions, initiatives and projects,This role will close that gap by standardizing project processes, improving governance, and ensuring visibility across all Experience Department initiatives.Risk without this role:Inconsistent tracking and reporting of action items to the CEO SteerCo, leading to unclear project status and delayed decisions.Delivery delay in Large-scale projects like the Survey Management Tool, Mystery Shopper, CEX Study, Experience Command Center) Limited visibility of interlinked projects may weaken alignment with corporate priorities and CX objectives.No centralized ownership to track progress, standardize reporting, or ensure accountability across ongoing initiatives.Existing team will remain overburdened managing both execution and reporting, reducing overall efficiency.No centralized ownership to track progress, standardize reporting, or ensure accountability across ongoing initiatives.Key ResponsibilitiesManage project plans, timelines, and deliverables for all Experience Department initiatives.Track and update SteerCo action items, dashboards, and follow-ups.Coordinate across functions such as IT, Marketing, Operations, and Experience teams to ensure alignment.Standardize project documentation, reporting templates, and risk tracking frameworks.Support project governance by organizing status reviews and tracking milestone progress.Identify and mitigate potential project risks and dependencies. Expected OutcomesAreaBenefitProgram OversightEnsures efficient execution of the 65+ Survey Management Tool project across all three phases — from design to deploymentOperational EfficiencyStreamlines coordination across multiple ongoing studies (TRI*M, VOC, DSAT, and CEX initiatives).Cross-Functional AlignmentImproves collaboration between Experience, and other departments ensuring unified project executionResource UtilizationOptimizes internal bandwidth by clearly defining ownership, timelines, and dependencies.Risk ManagementReduces project risks by early identification of blockers, dependencies, and corrective actions.Strategic ExecutionEnables the department to deliver upcoming initiatives (Mystery Shopper, Preference Program, Experience Command Center) within scope and scheduleGovernanceConsistent oversight across all CX initiatives. AccountabilityClear ownership and structured progress tracking.Required Skills and QualificationsBachelor’s degree in Business Administration, Project Management, or a related field.Minimum 5 years of experience in project management, preferably in telecom or CX domains.Strong skills in project planning, stakeholder management, and governance reporting.Proficiency in MS Project, Power BI, or equivalent project management tools.PMP or PRINCE2 certification preferred.