Vodafone Idea - Customer Journey Mapping Role - Customer Experience Excellence

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