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09/07 Shubhangi Parmar
HR at Vodafone Idea

Views:2061 Applications:167 Rec. Actions:Recruiter Actions:20

Vodafone Idea - Customer Journey Mapping Role - Customer Experience Excellence (7-10 yrs)

Mumbai Job Code: 718791

Role : CXX - Customer Journey Mapping

Function / Department : CXX - Customer Experience Excellence

Location : Corporate Office, Mumbai

Job Purpose :

- Design world-class consumer experiences through re-imagined customer journey blueprints across digital and offline touch points and deliver break-through WOW experiences.

Key Result Areas/Accountabilities :

Design New and re-create existing customer journeys - 

- Analyse current performance of existing journeys through a combination of customer studies and internal KPIs. 

- Identify break points and opportunities to delight. 

- Design the new journeys for deployment at scale after a comprehensive problem solving approach. 

- Own end to end customer journeys across prepaid, postpaid, devices, content, roaming, vas, servicing channels and CnC. 

- Overall manage 100+ journeys across systems and touchpoints covering entire consumer base of Vodafone Idea Ltd.

Competitive and cross-industry benchmarking with industry leaders: 

- Closely study new innovations in customer journeys across industries. 

- Pilot new concepts at VIL to estimate impact of the initiatives. 

- Rollout new initiatives at scale across the organization

Deploy breakthrough WOW experiences - 

- Identify path breaking solutions for specific moments of truth. 

- Evaluate and Identify external partners with required technology/solution capabilities. 

- Design and own the solution-adoption roadmap. 

- Drive cross-functional teams for evaluation, conduct UAT and post deployment governance.

Decision enablement and stakeholder management - 

- Creating business case backed by analytics as well as strategic inputs for key decisions. 

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

Driving digitization: 

- Identify opportunities and create designs to transform offline experiences to digital experiences. 

- Deliver omni-channel experiences.

Core Competencies, Knowledge, Experience ;

- Critical thinking, analytical, problem solving, business acumen, customer centricity

- Design expertise, creative and documentation

- Ability to influence senior leadership across corporate office and at circles, also possess program management skills

Must have technical/professional qualifications :

- 7-10 yrs experience. Technological/digital expertise in evaluating communication tools


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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