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29/07 Shubhangi Parmar
HR at Vodafone Idea

Views:7457 Applications:645 Rec. Actions:Recruiter Actions:88

Vodafone Idea - Assistant General Manager/Deputy General Manager - Customer Experience Excellence - GTM (4-8 yrs)

Mumbai Job Code: 725985

Role : CXX GTM Lead

Job Level/ Designation : AGM/DGM

Function / Department : CXX - Customer Experience Excellence

Location : Corporate Office, Mumbai

Job Purpose :

- Lead and drive CXX GTM to deliver world class experience to customers and build CXX mind-set & customer centricity with in organization through innovative and differentiated CXX initiatives, national programs, Signature customer journeys, Actionable insights.

Key Result Areas/Accountabilities :

- Continuously Drive Insight-Idea-Improve - NPS,TNPS & Brand consideration leadership

- Lead and drive National programs across circles like Bosstomer

- Conduct workshops at circles on action planning, Review and Governance

- Identify and certify best practices and replicate them

Capability & Culture :

- Drive employees engagement and participation on CXX programs, contest and CXX R&R

- Design and rollout functional and circle CXX Score card

Analysis and Insights :

- Design and roll out Integrated customer experience view across markets

- Use data analysis to drive specific NPS improvement actions

- Support cross functional teams at corporate and Circle NPS council team on analysis on NPS, TNPS and all other customer research carried out, to diagnose key insights

- Provide daily/weekly/monthly standard dashboards facilitating CXX health diagnostics

Core Competencies, Knowledge, Experience :

- Project Evaluation; Business acumen, analytics, Hyperion, COGNOS, excel, technical acumen, financial acumen

- Strong Networking and Interpersonal skill

- Experience in business verticals like Marketing, Digital

- Self-starter, communication skill, Go-getter, Passionate and can take accountability and drive independently

- Critical thinking and Problem solving skill

Must have technical / professional qualifications :

- Engineering Graduate and MBA Certification in Data analytics, Lean/Six sigma, PMP & CX domain will have added advantage however not necessary

Years of Experience : 10-15 years

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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