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Role
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CXX Process & Journey Design
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Job Level/ Designation
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M3 / GM
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Function / Department
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CXX, Marketing
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Location
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Mumbai
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Job Purpose
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Design world class consumer experiences through re-imagined customer journey blueprints across digital and offline channels and deliver break-through WOW experiences & minimum standards
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Key Result Areas/Accountabilities
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- 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.
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Core Competencies, Knowledge, Experience
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- 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
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Must have technical / professional qualifications
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- 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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