Head - Telecom Networks

To drive CXX Excellence in the Technology organisation and thereby ensure NPS leadership in market place

Key accountabilities and decision ownership

- Customer Experience Management

- E2E owner for NPS & CXX initiatives across NW elements - deep dive into identified customer touch-points - look at processes, systems, technology & data; design the improved experience

- Create single, holistic, Customer Experience Index (CEI) for each customer segment

- Establish healthy and strong operational relationships with other cross functional teams

- Drive Network CXX & NPS Leadership

- Drive the network CXX initiatives through TNPS/NPS strategy-Produce standardized, effective communication to articulate user insights, design concepts & final deliverables

- Measure and drive improvements in Customer Experience thru various internal and external measures

Measure and drive Leadership in Network NPS

- Corporate and Regional initiatives

- Technology Performance and Service Quality across Circles and in all domains

- Foster Team collaboration across Region

- Team motivation and culture which nurtures high performing team

Must have technical / professional qualifications:

- Min 13 + years of Experience in Network Optimization, Performance management and governance of multivendor and multi-technology networks.