Gm - Digital Customer Service

Job Req ID: 44838- Location: Mumbai, IN- Function: Other- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role**

Customer Journey Mapping

**Job Level/ Designation
M3/GM

**Function / Department**

Customer Service/Digital & Self Care

**Location**

Mumbai

**Job Purpose**

The Job holder is responsible for mapping the end to end customer journey 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:

- Analyze factors which impact the customer loyalty scores, identify the opportunity areas and propose them to the management with detailed study
- Rationalising and simplify communication
- Identify break points in the customer journeys (Online and Offline)
- Design the seamless and effortless fixes in the customer journeys
- Shape Customer experience and help define the architecture of customer experience management

**Key Result Areas/Accountabilities**

**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.

**Break Point Analysis**:

- Identify the broken areas/pain points across these touchpoints.
- Review customer communication across the life cycle. Rationalize and simplify communication.
- Shape customer experience along chosen customer journeys - Define 'common purpose'; Define the architecture of customer experience management;
- 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**:

- Extend Customer Experience (CX) framework across all products and channels and lead deployment of strategic initiatives
- Drive comprehensive CX awareness campaign for Employees
- Lead the action planning with cross functional team on key research
- Work closely with Post Paid and other functions to identify the market change behaviours.
- Identify new CX initiatives for next two years and work on a deployment program
- Craft the agenda for Customer Engagement Plan for the company
- Lead the ‘Digi Nipun’ project to improve the customer experience on all critical touchpoints.

**Cross functional Management**
- Alignment on Digitisation targets with other business teams viz Digital, Sales & Marketing, Retail.
- Drive the digitization efforts by working closely with IT, Digital and Marketing
- 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 while exhibiting spped and agility of deployment.
- 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