Vodafone Idea - AGM - CXX/Go To Market

AGM - CXX, Go To Market

Description:

Achieve NPS leadership: Design, Lead & drive CXX GTM road map:

- Work with Corporate FHs & VHs at National & across 5 Clusters to design the NPS actionable projects base on CAARE framework (unique & path breaking, leading to differentiation) using inputs from multiple Research studies, Big Data analytics on CXX Lead & Lag KPIs, competition bench marking (Telco & Non-telco) and Insights & VOCs from all touch points

- Drive National Projects; Create CFTs with relevant functions around NPS improvement projects, Define key roles and responsibilities, deliverables, milestones, schedules, baseline measures, success factors, competitive benchmarks

- Customer Experience Score Card; Drive Functional Attribution of Experience through deep analysis of CXX Score cards at National & Circle level & Demonstrate the targeted CX and business success factors and their achievements

- CXX NPS Governance at 5 Clusters to achieve timely targeted DB Business & CX benefits

- Monthly NPS Council reviews within circle and with CXX Corporate teams

- Ensure projects are delivered & achieved key deliverable as defined in Project Charter

- Manage Project flow along its entire lifecycle, Solution-orientation on roadblocks, escalations

- Monthly Efficacy check & top up the plan for incremental benefits

- Review CXX integrated customer experience view in Circle Operation Review (COR) with OD & Business Head to ensure findings & action plan sufficient to achieve NPS target

- Identify the best practices from circles for national replication

- Lead & Drive National CXX War Rooms across functions to identify High impact Decision points to achieve incremental Business benefits;

- Design, Present & Agree the key business decision points around CJM stages ; usage, behaviour, positive and negative outcomes using all data-sets available from cross-sourced systems, & Social analysis

- Post decision agreement and leadership buy-in, alignment of deployment teams for an effective launch

- Design and Provide daily/weekly/monthly standard and ad hoc reports using BI and TNPS info

- Ensure timely closure of key actions identified in war room by cross functional connect

- Action the Detractor Prediction & Text mining models in assigned clusters & corporate functions

- Work with Big Data & other business teams towards identifying variables to be put in the model

- Assess model efficacy and roll out across circles and teams

- Identify use cases and action plans using these models

- Review, track and demonstrate business & CX KPI impact

- Identify opportunities to drive customer loyalty by making them feel valued and rewarded

- Work with product and brand teams on taking these differentiators to customers Design the overall Innovation strategy, Framework and roadmap to promote an agile and dynamic mind-set and culture with a focus on premium user experience, business process innovation and commercial value creation Set up Innovation lab

- Introduce, set up & drive Unique idea generation through innovation labs & hackathon and drive engagement across clusters & corporate function Identify 2-3 innovation planks/Quarter which are meaningful to customer and linked to the Vi brand promise CXX Data/KPI Analysis, Knowledge Management & CXX Maturity Index:-

- Publish monthly maturity index , identify Gaps and actionable to achieve 95%+ maturity level across clusters and National corporate functions

- Drive Functional Attribution of Experience through deep analysis of CXX key focus areas covering all CXX Culture & Business KPIs.

- Identify the best practices from circles for national replication and drive for implementation and track benefits, Create depository and design framework at national level to maintain

- Periodic and need based data analysis of various business and CXX KPIs to bring forth the gaps or opportunity areas to improve the experience across various functions and clusters

- Provide decision support analysis to bring in innovation and changes in the current journey framework to enhance revenue matrices through NPS improvements

- Inculcate data driven approach to CXX processes and analysis

- Customer Digital Innovation & Transformation LabWork with CS & Marketing towards devising loyalty program to drive stickiness & CLV (Customer lifetime value)Explore & identify use cases for rollout opportunities across channels

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