Agm-digital Cx

Job Req ID: 42849- Location: Mumbai, IN- Function: VIBS- 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 purpose:
CX Marketing is a business critical role to help establish **Digital** as a differentiator for VIBS. The role is responsible for defining CX framework and institutionalising design thinking for large scale initiatives. The outcome is better product and proposition performance on launches and better customer engagement of digital platforms through standardisation and design consistency in UI/UX.

The responsibilities include:

- Define a modern CX framework for successful GTM of products & Propositions
- Execute CX excellence workshops (walk the wall) to ensure all launches are effective and have consistent ‘Digital’ in meeting customer demands of tomorrow
- Clearly define lifecycle management and integrate with operating model of VIBS and product lifecycle management,
- Define the Digital Design (UI/UX) and communications framework through clearly defined guidelines working with partners and adopting best practices. The guidelines must clearly state minimum standards apart from best-in-class rules.
- Ensure design consistency in Digital customer experiences across Products & propositions Role purpose:
CX Marketing is a business critical role to help establish **Digital** as a differentiator for VIBS. The role is responsible for defining CX framework and institutionalising design thinking for large scale initiatives. The outcome is better product and proposition performance on launches and better customer engagement of digital platforms through standardisation and design consistency in UI/UX.

The responsibilities include:

- Define a modern CX framework for successful GTM of products & Propositions
- Execute CX excellence workshops (walk the wall) to ensure all launches are effective and have consistent ‘Digital’ in meeting customer demands of tomorrow
- Clearly define lifecycle management and integrate with operating model of VIBS and product lifecycle management,
- Define the Digital Design (UI/UX) and communications framework through clearly defined guidelines working with partners and adopting best practices. The guidelines must clearly state minimum standards apart from best-in-class rules.
- Ensure design consistency in Digital customer experiences across Products & propositions

Key accountabilities and decision ownership:

- **CX Strategy**: Design CX framework generic to all products and propositions, and clearly define execution framework for operationalising across VIBS
- **CX and ‘Digital by Design’ Execution **:Run and govern CX in both early stage and launch ready products and propositions through well designed design thinking, persona based workshops. Ensure Digital by design approach is adopted,

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