Customer Process & Journey Design Specialist

Job Level/ Designation : M3 / General Manager

Function / Department : Marketing / CXX

Location : Corporate Office, Mumbai

Job Purpose :

- Design world class consumer experiences through re-imagined customer journey blueprints across digital and offline channels and deliver break-through WOW experiences & minimum standards.

Key Result Areas/Accountabilities

- Design New and re-create existing customer journeys: Analyse current performance of existing journeys through combination of customer studies and internal KPIs.

- Identify break points and opportunities to delight. Start with design of identified Top 5 journeys for deployment at scale after a comprehensive problem solving approach. Continue identifying high impact & scalable journeys for redesign across prepaid, postpaid, devices, content, roaming, vas, servicing channels and CnC.

- 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. Identify, adapt & deploy core minimum standards across customer lifecycle journey & stages to drive assured delivery of brand promise at every instance.

- 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. Analyse & drive improvements in Digital journeys basis best practice benchmarking & customer VOC & customer-centric KPIs.

Core Competencies, Knowledge, Experience :

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

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

Must have technical / professional qualifications :

- Process & Journey design expertise, creative and documentation

- Hands-on experience on BPM, Value-stream mapping, MS Visio, etc.

- Technological / digital expertise in evaluating use cases

- BE, MBA from premier Business school + 12-15 years experience

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