AGM - Service Design

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 ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role title:  Product Service Designer

Function:  VIBS/ Products, Solutions & Partnerships

Band: M2

Vertical: Business Communications

Reports to:  Principal Product Development Manager

Location: Corporate | Mumbai

Role purpose:

• The Service Designer is responsible for leading holistic service design activities for the Business communication practice to provide best in class customer experience.
• Service Designer use diverse set of methods, tools, best practices, and industry-agreed disciplines in service strategy & design to illustrate all components and touch points of services and produce superlative customer journey and process workflows.  

Key accountabilities and decision ownership

[max 5]:

• Design and Create high-quality end-to-end process flows for Sell, Build and Run (opportunity identification till Billing, Assurance, amends and termination) which includes RACI, TAT, Escalation matrix, CAF, Invoice, Reports; also validating the same in acceptance testing.
• Establish the governance and Operating model for cross functional team and partner
• Identify, as part of Service design, skills, capabilities and functional requirements for service owners to deliver seamless customer experience.
• Working with CFT and Partner to develop a robust, measurable & scalable service architecture that can deliver against new customer requirements & future opportunities
• Provide Coaching and support to service owners for effective and seamless process implementation
• Ensure all Services Design & process are complaint to regulations and internal & external Audits.
• Exploration into current processes, As-Is Service/ Experience Mapping to improve Product Delivery/Assurance TATs, plug revenue leakages if any, simplify processes, enhance revenue by introducing operational efficiencies, reduction in errors occurring due to manual interventions by proposed automations etc.

Core competencies, knowledge and experience [max 5]:

• Service Design or equivalent experience. (Preferably in telecoms)
• Strong knowledge of Business Communications and processes including Industry Trends.
• Deep understanding of OSS /BSS systems used for Business Communications.
• Highly effective and diverse stakeholder management-demonstrate ability to build across internal & external stakeholders.
• Strong communicator and collaborator.

Must have technical / professional qualifications:

• Graduate (preferably BE/B Tech) from reputed college /university
• Understanding or hands-on experience in telecom processes and technologies
• ITIL/eTOM /AGILE methodology understanding is a plus

Experience: 8+ Years

Budget owned: NA

Key performance indicators [max 3]:

• Service design and Operating model to be aligned with project timeline for (CCaaS, CPaaS (Meta & Bots | Voice & Chat), GSIP, SIP over Internet, SIP enhancements, Conversational AI and more)
• No of critical/ show-stopper process issues within 90 day support period to be less than 5% of the total issues audited quarterly.
• Measure the efficiency or productivity of the process and possible improvement. Example: Days to deliver the order or TAT to handle fault.

Direct reports: None

Dotted reports: None

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership