Gm - Digital Customer Service

Job Req ID: 47294
- 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**

Digital - BI Digital Ecosystem

**Job Level/ Designation**

M3/GM

**Function / Department**

Customer Service/Digital & Self Care

**Location**

Mumbai

**Job Purpose**

The role would drive key business insights on best in class digital solutions for customer service enabling remote access for the customers and Identify new avenues to provide digital servicing to customers

This role requires market intelligence on latest digital interventions (within industry and outside industry) in the customer experience and customer servicing touchpoints.

Map the current digital footprint and program manage new digital customer improvement initiatives based on market intelligence and competition

**Key Result Areas/Accountabilities**

**Digital Customer Experience and Engagement
- design and continuous improvement**
- Review the digital servicing platforms and identify pain points hindering digital servicing. Re-design self-service solutions that provide customers the opportunity to find answers to their questions and resolve problems on their own effortlessly, without the need to contact the company. Identify new avenues to provide digital servicing to customers.
- Support in developing a customer technology roadmap (customer self-service, IVR, CTI, CRM system, Mobile Apps and Web.) in order to ensure availability of all necessary infrastructure for an enhanced customer experience.
- Ability to analyze customer behaviour using non-intrusive techniques, competence in wire framing, UX design and testing (mobile/ tab/ browser)

**Digital Delivery**
- Alignment on Digitisation targets with other business teams viz Digital, Sales & Marketing, Retail.
- Drive the digitization efforts by working closely with IT, Digital and Relationship management with stakeholders and Business Partners

**Analytics and BI**
- **Competition Benchmarking** to assess VILs Digital Penetration, TNPS, Service levels(TAT), Cost of Servicing, Efficiency and traffic movement vs Competition
- Lead the ‘Trust Inflection Points’ project to improve the customer experience on all critical touch points

**Core Competencies, Knowledge, Experience**
- Experience in Digital Services and First Hand expertise in Service Excellence Framework Implementation.
- 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
- Ability to influence Functional/ Department heads and take decisions
- Consultative, problem solving back ground

**Must have technical / professional qualifications**
- Post Graduate

**Years of Experience**
- Minimum of 12-15 years of experience( of which the last 4-5 years of managing large scale cross-functional projects preferably in insurance, banking, telecom or MNC service companies.)

**Direct reports**

Nil

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