Airtel – Lead – Shifting Experience (4-8 yrs)

To manage shifting journey start to end. Need to work on process re-engineering, process correction & manage operations.

Key Responsibilities:

– Process re-engineering, simplification and doing digitization, Basis customer needs / requirements

– Nil down complaints / calls coming against shifting process

– Process review to identify gaps and fix them by implementing permanent fix

– While solving issue permanently, requirements has to be managed operationally creating interim process and solve customers’ requirements

– SOP review & correction as per requirement to ensure adherence of SLA & compliance

– Complete tracking of performance at each event – Success, fail, achievement, performance, etc. Releasing & maintaining different dashboards.

– Automating reports/dashboards by working with engineering team to avoid dependencies

Additionally

– Identify key problems / Areas of Opportunities – Analyze and provide data to help product make better informed decisions (Plan for Here and Now and Structural Fix)

– Collaborate with Experience Testing team – work on bugs identified in testing and work with Product on prioritizing them, data backed approach

– Managing product GTM / Pilots along with the Customer Experience & Retail team, ensure complete readiness (touch-points training, DT readiness, etc.)

– Responsible for scaling the solutions enabled implemented in H&S / APP (partner with Growth / Experience teams) to enable / maximize the value for millions of Airtel Thanks users.

– Communicate to the wider teams on developments, product changes, enhancements on APP