Gm - Cxx Process & Journey Design - Mumbai, India - Vodafone Idea
Description
Job Req ID:
Location: Mumbai, IN- Function: Marketing/Digital- About:
Role
CXX Process & Journey Design
**Job Level/ Designation
M3 / GM
Function / Department
CXX, Marketing
Location
Mumbai
Job Purpose
Design world class consumer experiences through re-imagined customer journey blueprints across digital and offline channels and deliver break-through WOW experiences & minimum standards
Key Result Areas/Accountabilities
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Design New and re-create existing customer journeys: Analyse current performance of existing journeys through combination of customer studies and internal KPIs. Identify break points and opportunities to delight. Start with design of identified Top 5 journeys for deployment at scale after a comprehensive problem solving approach. Continue identifying high impact & scalable journeys for redesign across prepaid, postpaid, devices, content, roaming, vas, servicing channels and CnC.
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Competitive and cross-industry benchmarking with industry leaders: Closely study new innovations in customer journeys across industries. Pilot new concepts at VIL to estimate impact of the initiatives. Rollout new initiatives at scale across the organization.
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Deploy breakthrough WOW experiences: Identify path breaking solutions for specific moments of truth. Evaluate and Identify external partners with required technology / solution capabilities. Design and own the solution-adoption roadmap. Drive cross-functional teams for evaluation, conduct UAT and post deployment governance. Identify, adapt & deploy core minimum standards across customer lifecycle journey & stages to drive assured delivery of brand promise at every instance.
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Decision enablement and stakeholder management: Creating business case backed by analytics as well as strategic inputs for key decisions. Post decision and leadership buy-in, alignment of deployment teams for an effective launch.
Driving digitization:
Identify opportunities and create designs to transform offline experiences to digital experiences. Analyse & drive improvements in Digital journeys basis best practice benchmarking & customer VOC & customer-centric KPIs.
Core Competencies, Knowledge, Experience
- Critical thinking, analytical, problem solving, business acumen, customer centricity
- Ability to influence senior leadership across corporate office and at circles, also possess program management skills
Must have technical / professional qualifications
- Process & Journey design expertise, creative and documentation
- Handson experience on BPM, Valuestream mapping, MS Visio, etc.
- Technological / digital expertise in evaluating use cases
- BE, MBA from premier Business school years experience
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