09/07 Shubhangi Parmar
HR at Vodafone Idea

Views:2031 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

- BE, MBA

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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