GM - Customer Process & Journey Design

Role

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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

1. Critical thinking, analytical, problem solving, business acumen, customer centricity
2. Ability to influence senior leadership across corporate office and at circles, also possess program management skills

Must have technical / professional qualifications

1. Process & Journey design expertise, creative and documentation - Hands-on experience on BPM, Value-stream mapping, MS Visio, etc.
2. Technological / digital expertise in evaluating use cases
3. BE, MBA from premier Business school + 12-15 years experience