To support Customer Experience Management (CEM) roll out, adoption and enhancements within Service Delivery functions and work collaboratively with the Circle teams for Service Delivery use cases and benefit realization.  - Coordination with CC/MI to provide data related support for roll out  - Coordination with CEM Office on UATs and FAQs  - Provide required inputs and/or material (screen-shots, etc) to the Training Team  - Coordinate for training and process rollout pertaining to CEM tools / enhancements  - Track and measure continuous benefits from CEM use cases  - Publish the certified business benefits with relevant stakeholders  - Provide assistance to business users (or Circles) on escalated system/IT related issues  - Raise escalations as per business criticality  - Analyze and recommend measures for issue resolution (as required)  - Ensure resolution for the raised concern and inform circle(s) (as required)  - Drive use case / functionality usage  - Track usage & revenue driving programs  - Provide inputs on reports pertaining to various aspects of CEM (Functionality wise usage, CSAT/NPS/CEI, etc.)  - Mine and track CEM derivatives on regular basis to arrive at usage, metrics, behavior and insights  - Provide inputs on designing of standard reports basis requirement of business teams within Service Delivery  - Guide and encourage circle teams on adoption of CEM  - Drive differential servicing programs within SD using CEM  - Support & Track Retention Offers adoption derived from CEM analytics  - Best practice sharing and implementation  - Promote CEM tools & insights to circle teams to increase data penetration  - Encourage best practice sharing and implementation  - Support & Track Segmented Offers adoption derived from CEM analytics  - Liaise with circle teams and external agencies on generating requirements pertaining to CEI modelling  - Coordinate-support to update communication models pertaining to internal and external customers basis CEM insights  - Regularly track the effectiveness of existing communication models

Pune

Kerala

Others

Idea - Lead - Service Delivery Operations 

Idea - Lead - Service Delivery Operations  ,Job Description for Idea - Lead - Service Delivery Operations  in Vodafone Idea Limited in  Pune Kerala Others for (5-10) years of experience. Apply Now!

Job Description for Idea - Lead - Service Delivery Operations  in Vodafone Idea Limited in  Pune Kerala Others for (5-10) years of experience. Apply Now!