Gm - Cxx Process & Journey Design

Job Req ID: 33883- Location: Mumbai, IN- Function: Marketing/Digital- 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.

**Role**

GM CXX Process and Journey Design

**Job Level/ Designation
M3 / General Manager

**Function / Department**

Marketing / CXX

**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
- 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

**Must have technical / professional qualifications**

BE, MBA from premier Business school with 12-15 years experience

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership