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Gurgaon

    Head Service Experience - gurugram, India - Airtel

    Airtel
    Airtel background
    Description
  • Eliminate failures leading to poor experience – bringing down customer's interactions across all channels.
  • Digitizing customers' life cycle journeys to increase self-serve, therefore bring down interactions at assisted channels.
  • Manage Experience & GTM for new system integration (BSS, OSS, FX, NMS, etc) and any product launch
  • Continuous audit/review CLM journeys & to optimize them by digitizing & eliminating defects
  • SOP & SLA adherence of customers' requests (SRs, Orders, etc)
  • Manage service communication – Enable relevant KCIs on channels, integrate them with CLM, ensure DLT registration, etc
  • Cost optimization for managed partners by automating process
  • Driving auto heal by ensuring data quality management across systems
  • Readiness at Service Portal, Airtel thanks App, Touch point & GTM for everything happening in the business
  • Tracking & reporting of relevant KPIs.


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