Customer Experience Director

1 day ago


Delhi, Delhi, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, partnering with the Aditya Birla Group and Vodafone Group. We are committed to delivering delightful customer experiences and contributing to creating a 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.

We strive for a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Our goal is to build and maintain a diverse workforce that reflects our values of Passion, Boldness, Trust, Speed, and Digital.

Our company ensures equal employment opportunity without discrimination or harassment based on various characteristics protected by law.

We're proud to be an equal opportunity employer, committed to diversifying our workforce. Our role purpose is to support and execute the service strategy, ensuring benchmark levels are met across customer life cycles, delivering best-in-class customer experience, and driving net promoter score and CSAT index.

We drive cost optimization via digital channels, proactively ring fence the customer base, engage with C-levels, enhance revenue through stickiness, and ensure account service management teams are well-organized and motivated.

Our key accountabilities include defining strategic initiatives for service delivery, designing plans to improve customer experience, guiding the team as consultants, and implementing SLAs for partner agencies.

Our operational focus is on compliance with servicing norms, monitoring customer commitments, intervening proactively, and ensuring minimum service level breaches. We review SLA compliance, conduct audits on quality parameters, and identify recurrent issues.

Our developmental goals include creating an environment of high engagement during change management, motivating people for higher accomplishments, and continuous training and certification.

To succeed in this role, you will need 12+ years of experience in leading customer service teams, managing 'C'-level and customer-facing roles, meeting service levels and NPS targets, and having prior experience in B2B or Telecom B2B.

The salary range for this position is approximately ₹18,00,000 - ₹25,00,000 per annum, depending on qualifications and experience. We offer a dynamic work environment, opportunities for growth and development, and a chance to make a meaningful impact in the industry.



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