AGM – Digital & Self Care

Role

Digital  – Service Efficacy

Job Level/ Designation

M2/AGM

Function / Department

Customer Service/Digital & Self Care

Location

Mumbai

Job Purpose

The Job holder is responsible for mapping the end to end customer touchpoints that illustrate the steps the customers go through in engaging with the company, across personas, channels and platforms and thereby facilitating the organisation to identify and understand the customer’s actions, motivations, queries and barriers across the journey with the objective of :

• The position will be  responsible  for   measuring and reporting Service Touchpoints Efficacy
  • Cost of servicing and reflective TNPS/ NPS
  • Establish service score card for various touchpoints and channels
• Design and deploy the framework for Corrective Actions and Preventive Actions (CAPA)
  • Identify break points in the customer journeys (Online and Offline)
  • Work with functional heads to agree on process and technology fixes for identified break points
  • Design and deploy seamless and effortless fixes in the customer journeys
  • Program manage the CAPA

Analyze factors which impact the customer loyalty scores, identify the opportunity areas and propose them to the management with detailed study

Key Result Areas/Accountabilities

• Service Footprint Efficacy: Create a analytics and BI framework to support the Customer Service Organisation to dynamically assess
  •  the effectiveness of the various digital and online platforms viz chatbots, email bots, Web, IVR, Mobile Apps, CRM on the one hand and the offline platforms viz. call centre, service points, POS.
  • Cost of servicing and the shift across online and offline platforms
  • Quality of service across platforms and delivery modes.

Strategic Governance

• Map the end to end journey of customer for both digitally and offline acquired customers that illustrate the steps customer(s) go through in engaging with the company (across personas and channels), whether it be an activation, recharge, MNP, customer servicing. Identify Customer’s Actions, Motivations, Questions and Barriers across the journey.
  • Establish a cost of servicing framework for each service touch point
  • Map the TNPS/NPS customer experience score against each touchpoint
  • Dashboard the Service Efficacy

Break Point Analysis:

• Identify the broken areas/pain points across these touchpoints.
• Review customer communication across the life cycle. Rationalize and simplify communication.
• Create a core group (cross functional team)to work on the identified areas with cross functional core group; Define key milestones & review mechanisms

Customer Experience: Corrective Action and Preventive action (CAPA)

• • Lead the action planning with cross functional team on key break points
  • Work closely with functional owners to agree on process and technology fixes.
  • Program manage the reporting and dashboarding of CAPA initiatives

Cross functional Management

• Alignment with stakeholders on program management.
• Ensure closure of CAPA items
• Relationship management with stakeholders and Business Partners

Core Competencies, Knowledge, Experience

• Relationship management and ability to partner/influence  (e.g. EPMO)Call centre management experience will be strong positive
• Risk Manager who can balance policy and governance with moving quickly.
• Change Management professional
• Program Management of organization level cross functional programs
• Understanding of end-to-end customer life cycle
• Experience in driving customer VOC based improvement
• Exposure to quality tools and processes
• Ability to influence Functional/ Department heads and take decisions
• Ability to manage cross functional teams
• Excellent communication skills.
•  

Must have technical / professional qualifications

• MBA with experience in managing the digital journeys in the B2C space viz. Fintech, Telecom, of a large national or multinational group.

Years of Experience

8-12

Direct reports

Nil