Agm - Cvm Customer Experience Design

3 weeks ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 39282- Location: Mumbai, IN- Function: VIBS- About:
**Role**

AGM - CVM Customer Experience Design

**Job Level/ Designation
M2/ AGM

**Function / Department**

Enterprise/ CVM

**Location**

Mumbai - Corporate

**Job Purpose**
- Focus on creating B2B campaign journeys, especially for non-mobility products in Enterprise customer facing platforms, aimed at Enterprise personas (influencers and decision makers) within organisations
- Responsible for design, development and launch of Enterprise CVM customer journey capabilities across Enterprise personas to build seamless omni channel campaign experience
- Lead all aspects of customer journey build for CVM including planning, cross functional team engagements, training, adoption in campaigns and overall campaign experience.

**Key Result Areas/Accountabilities**
- Build Enterprise **capability to drive Omni Channel engagement **across multiple personas
- Create model customer journeys across Enterprise personas, across B2B buying **personas** for **Omni Channel experiences**:

- Work with cross functional teams to build capabilities to execute the envisaged customer journeys
- **Create seamless experiences **across multiple channels including enterprise grade digital channels (ESS, Eloqua, My Vodafone App for Business etc), social channels, offline channels (call centers, service teams, account managers) etc
- Monitor and govern channel level efficiencies for campaigns, building actionable recommendations for channel level action plans by personas, segments and use cases

**Core Competencies, Knowledge, Experience**
- Customer obsession
- Understanding of Enterprise buying behaviours
- Design Thinking
- Project Management skills

**Must have technical / professional qualifications**
- MBA
- Data Acumen

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