Gm - Cxx Process & Journey Design

3 days ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 20366- Location: Mumbai, IN- Function: Marketing/Digital- About:
**Role**

CXX Process & Journey Design

**Job Level/ Designation
M3 / GM

**Function / Department**

CXX, Marketing

**Location**

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**
- **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.

**Core Competencies, Knowledge, Experience**
- 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

**Must have technical / professional qualifications**
- 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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