Self Service & User Experience Head  We are hiring for one the leading Telecom giant. Company has always committed to deliver useful and inspiring innovation. In 1991 they enabled the world's first international mobile roaming call. Fuelled by the desire for sustainable innovation, they recently introduced Online Money Transfer which allows customers in emerging markets to send and receive money safely and easily using their mobile phone.   Role profile :   Role title : Self Service & User Experience Head Function: Commercial   Band : To be determined Department: Digital   Reports to : Head of Digital Head Location: Mumbai-Corporate office  Role purpose : This role is responsible for design and execution of end to end digital user experience and self-service  Key accountability and decision ownership :   Commercial :   - Develop the Self-service & Assisted Care Strategy for Digital including roadmap activities, business models for investment assessment  - Drive the change in customer behaviour to adopt self service as their primary channel for engaging with client.  - Act as business owner for the Self Service and oversee requirements for channel experience  - Owns the targets for call deflection from traditional channels to Digital and hence ownership of seamless transfer between brick and click  Experience :   - Define User Experience standards for all Digital assets incl App  - Accountable for ultimate User Experience  - Agency Management for UX  - DriveTNPS, TNPS analysis across journeys to help drive continuous process improvement initiatives  Core competencies, knowledge and experience :  - Strong customer orientation and obsession with consumer/user journeys  - Goal focused and energetic in delivery with tracked record in strong execution  - Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels both internally and externally.   - Ability to align teams cross-market / function/agency partners/IT vendors without necessarily having direct management control   - Attention to detail and outstanding organisational skills   - Strong interpersonal skills and relationship management, both within and outside the organisation.  Must have technical / professional qualifications :   - Post Graduation  Minimum of 5 years relevant experience essential in :  - Sound Online and Self-service Manager level experience in online service delivery/online marketing /online and self-service product management in a blue-chip organisation  - Experience of implementing and leading a customer driven product and service roadmap and projects in a large organisation.   - Has a breadth and depth of product management experience in delivery of digital and self-service experiences in close cooperation with Technology and Finance counterparts  - Strong knowledge of App ecosystem  - Achievement of ambitious targets within changing internal environments and external market conditions.   - Minimum of 5 yrs Leadership/Management/Supervisory experience (essential)  - International experience advantageous.  Desired :   - Knowledge of relevant Digital technologies  - Knowledge of relevant Self Care/Assisted Care technologies & business models  Budget owned :  - OpexXXm  - CapexXXm  Key performance indicators :  - Quantitative (financial) indicators  - Self-service as % of total interactions across business  - % My App penetration & Usage  - Qualitative (non-financial) indicators  - TNPS, SUS  - Definition of UX standards &executing on delivering a world class Online experience  - Web Chat and Click to Call model evaluation & implementation  - Developing a high performance team and culture Direct reports:  Dotted reports :  - Agency Partners  - IT Partners  - TNPS/CS process partners

Mumbai

Head - Self Service & User Experience - Telecom 

Head - Self Service & User Experience - Telecom  ,Job Description for Head - Self Service & User Experience - Telecom  in Hipotz in  Mumbai for (5-9) years of experience. Apply Now!

Job Description for Head - Self Service & User Experience - Telecom  in Hipotz in  Mumbai for (5-9) years of experience. Apply Now!