Airtel - Lead - Shifting Experience

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