Agm - Customer Experience

Job Req ID: 43826- Location: Mumbai, IN- Function: Technology/ IOT/Cloud- 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**

Lead - Enterprise Customer Experience (Transport)

**Job Level/ Designation
M2 - AGM

**Function / Department**

COG /Transport Operations/VIBS & CLS Operations

**Location**

Corporate - Mumbai, Birla Centurion

**Job Purpose**
- Responsible for the overall Enterprise Customer Experience and Excellence by way of implementation and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.
- Gathering and analyzing customer feedback, improving customer service, ensuring consistent brand experiences, and monitoring key metrics like CSAT, NPS, and CES.
- Enterprise Operations - Analyzing Enterprise Transport Network Operations from a customer point to maintain and improve KPIs of the customer services against defined benchmark and continuous improvement plan recommendation and implementation.
- Customer Strategy - Drive customer strategy through Transport Network and Customer audits and share proactive actions of rectifications and proactive service improvement
- Performance Management - Network level SLAs
- availability, latency, packet loss, jitter performance analysis, improvement plan preparation, implementation of recommendations, network change management.
- Compliance - Ensuring 100% compliance of network and service with Telco deliverables

**Key Result Areas/Accountabilities**
- **Service Availability and Customer Experience**:

- **Customer churn rate** due to network and service issues. (Count and Revenue churn
=95% within 30days, 99% within 45days and 100% within 60days)
- **Efficacy of resolution **to ensure mínimal repeats after improvement plan implementations. (>=95%**)**:

- **TOP customer focus **to ensure best service to business-critical customers. >=99% TOP customer KPIs (Fault Rate, MTTR and Availability as per SLA) in GREEN.
- **TNPS/CES/CSAT score. **(>=95% score for TOP Customer Accounts)
- **Cost efficiency** in customer deliverable solutions

**Core Competencies, Knowledge, Experience**

Core competencies, knowledge and experience [max 5]:
10-12 Years in Telecom industry with Minimum 8+ years in Experience in Customer Experience and Excellence (CXX)
- Awareness of business standard practices
- Good verbal and written communication skills.
- Excellent verbal & written communication & presentation skills

**Must have technical / professional qualifications**

Must have technical / professional qualifications:

- BE in Electronics & Telecommunication/IT
- Knowledge of Transmission & IP Technologies
- Experience in managing multi service & multivendor network

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