Role Title Customer Insights - Business Improvement Programs/Projects Function : Quality Assurance, Customer Insights Vertical/ Department : Customer Service Location : Mumbai Job Description 1) Job Purpose (In one or two sentences) Drive Project Management : 1. Manage Quality Assurance Vision for the Organisation. 2. Ensure robust Customer Experience through culture of CJM Operational Excellence. 3. Drive Improvement projects - defect reduction and VSM - NVA removal vide using LSS techniques Drive and own Customer Experience : 1. Drive service excellence - data source (i) TNPS analytics &amp; insighting, (ii) VOC, (iii) Complaint Management, (iv) or as per VOB / VOT 2. Ensure robust TNPS Analytics &amp; Insighting through pervasive use of quality tools &amp; techniques. 3. Partner in continuous improvement projects &amp; programs within &amp; between Teams. 4. Define and design areas of improvement and track action plans to closure 2) Key Accountabilities / Key Result Areas (Max 5) Best of Basics (LSS project management) : 1. Project Identification - identify projects basis a. TNPS b. VOC (erosion of CX) c. Any other Business need (ongoing) Continuous Improvement : 1. Customer pain mitigation projects basis TNPS VOC - pick up improvement Initiatives a. basis key TNPS (map-gap) findings b. Process level gaps c. System gaps (as identified from the TNPS Insights / NPS Teams) d. Internal Feed from Execo/SLT/HOD/FH e. E2PA as a practice around "Service Failures" 2. Special Projects - high impact special projects identified through Process Owners/or, as per Business requirement Dashboards &amp; Reports 1. Adherence to project timelines / project plan 2. Dashboard cum communication on Project closures 3. Plan and Design various kinds of programs e.g. Newsletter, reviews and awareness sessions Governance &amp; Reviews - WRM/MRM reviews 1. External : a. Corp Teams 2. Internal : a. WRM : weekly Team meetings and discussions on way forward b. MRM : monthly performance review with HOD/FH (presentation decks) Team Engagement - HSW compliance (100%) 3) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5) 1. Knowledge and Subject Matter Expertise around VIL processes, and systems 2. Ability to lead, influence, create and work within cross-functional team environments 3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and &gt;=5+ years in Quality 4. 7+ years of work experience with 5-7+ years in telecom. 5. Comfortable with matrix work environments and a demonstrated experience of managing service partnerships. 6. Technical skills: knowledge of Lean Six Sigma tools 7. Professional Qualifications : a. Green Belt / Black Belt certified 4) Key Performance Indicators (Max 5) 1. 1 (ONE) major business based project / Qtr 2. Showcase &gt;= 95 % effectiveness around closure of Project POA in CS/BH reviews 3. Meet TNPS KPIs 4. Count of Process, Systems &amp; People Improvements 5. Count of Projects : a. Mentor and drive improvement projects with Circle Teams to address key Customer pain areas. b. Continuous Improvements Projects/Programs : Lead, as well as participate and support national CFT projects to simplify and improve customer experience.

Mumbai

Vodafone Idea - Customer Insights Role - Business Improvement Programs/Projects 

Vodafone Idea - Customer Insights Role - Business Improvement Programs/Projects  ,Job Description for Vodafone Idea - Customer Insights Role - Business Improvement Programs/Projects  in Vodafone Idea in  Mumbai for (7-12) years of experience. Apply Now!

Job Description for Vodafone Idea - Customer Insights Role - Business Improvement Programs/Projects  in Vodafone Idea in  Mumbai for (7-12) years of experience. Apply Now!