Customer Experience Manager

1 week ago

Bengaluru, Karnataka, India Tata Teleservices Career Portal Full time


Company
Tata Tele Business Services 

Website

Location
Mumbai/Bangalore

Level
SM/DGM

What's it all about?


We at Tata Tele Business Services are pivoting towards becoming a Digital Services Company. Towards achieving this vision, we want to build a world class customer experience as a strategic differentiator by reinventing and reimagining customer journey across various touchpoints in the lifecycle of our customer. 

Role Details

Customer Experience Manager would be responsible for developing and implementing customer experience strategies which will involve 

  • Defining the "To-Be" Journey map for each journey.  While defining the "To-be" journey benchmark with "Digital Born" companies and competition and recommend process steps that can be completely digitized 
  • Drive the implementation of the "To-Be" Journey syndicating with multiple stakeholders
  • Leverage tools and solutions to measure CX KPIs across all touchpoints and develop plan to move it towards best in class  
  • Evaluating the existing customer journeys from "Prospective to Churn"
  • Looking at VOC data of the existing journeys to CX improvements 

Functional Skillsets 

  • Customer Journey Design: Ability to understand customer journey and design think the best customer journeys driving world class customer experience. Should have prior experience in building CX design blueprint. 

Key Attributes

  • Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants, needs and pain points
  • Forward thinker: should have the aptitude for creative and innovative thinking and analysis
  • Good interpersonal, networking and influencing skills 
  • Problem solving and analytical skills
  • Data driven mindset with an aptitude for technology
  • Strong project management skills
  • Change management and communication skills
  • Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.


Preference
  • 10-12 years' experience spanning designing and driving customer journeys and customer experience with at least 3 years' experience in having conceptualized and implemented programs/projects which have re-imagined digital customer journeys

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