Description| Company | Tata Tele Business Services |
| Website | |
| Location | Mumbai/Bangalore |
| Level | SM/DGM |
Whats it all about | We at Tata Tele Business Services are pivoting towards becoming a Digital Services Company. Towards achieving this vision we want to build a world class customer experience as a strategic differentiator by reinventing and reimagining customer journey across various touchpoints in the lifecycle of our customer. |
| Role Details | Customer Experience Manager would be responsible for developing and implementing customer experience strategies which will involve - Defining the To-Be Journey map for each defining the To-be journey benchmark with Digital Born companies and competition and recommend process steps that can be completely digitized
- Drive the implementation of the To-Be Journey syndicating with multiple stakeholders
- Leverage tools and solutions to measure CX KPIs across all touchpoints and develop plan to move it towards best in class
- Evaluating the existing customer journeys from Prospective to Churn
- Looking at VOC data of the existing journeys to CX improvements
Functional Skillsets - Customer Journey Design: Ability to understand customer journey and design think the best customer journeys driving world class customer experience. Should have prior experience in building CX design blueprint.
Key Attributes - Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants needs and pain points
- Forward thinker:should have the aptitude for creative and innovative thinking and analysis
- Good interpersonal networking and influencing skills
- Problem solving and analytical skills
- Data driven mindset with an aptitude for technology
- Strong project management skills
- Change management and communication skills
- Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.
|
| Preference | - 10-12 years experience spanning designing and driving customer journeys and customer experience with at least 3 years experience in having conceptualized and implemented programs/projects which have re-imagined digital customer journeys
|
Required Experience:
Manager
DescriptionCompanyTata Tele Business ServicesWebsiteLocationMumbai/BangaloreLevelSM/DGMWhats it all aboutWe at Tata Tele Business Services are pivoting towards becoming a Digital Services Company. Towards achieving this vision we want to build a world class customer experience as a strategic differe...
Description| Company | Tata Tele Business Services |
| Website | |
| Location | Mumbai/Bangalore |
| Level | SM/DGM |
Whats it all about | We at Tata Tele Business Services are pivoting towards becoming a Digital Services Company. Towards achieving this vision we want to build a world class customer experience as a strategic differentiator by reinventing and reimagining customer journey across various touchpoints in the lifecycle of our customer. |
| Role Details | Customer Experience Manager would be responsible for developing and implementing customer experience strategies which will involve - Defining the To-Be Journey map for each defining the To-be journey benchmark with Digital Born companies and competition and recommend process steps that can be completely digitized
- Drive the implementation of the To-Be Journey syndicating with multiple stakeholders
- Leverage tools and solutions to measure CX KPIs across all touchpoints and develop plan to move it towards best in class
- Evaluating the existing customer journeys from Prospective to Churn
- Looking at VOC data of the existing journeys to CX improvements
Functional Skillsets - Customer Journey Design: Ability to understand customer journey and design think the best customer journeys driving world class customer experience. Should have prior experience in building CX design blueprint.
Key Attributes - Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants needs and pain points
- Forward thinker:should have the aptitude for creative and innovative thinking and analysis
- Good interpersonal networking and influencing skills
- Problem solving and analytical skills
- Data driven mindset with an aptitude for technology
- Strong project management skills
- Change management and communication skills
- Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.
|
| Preference | - 10-12 years experience spanning designing and driving customer journeys and customer experience with at least 3 years experience in having conceptualized and implemented programs/projects which have re-imagined digital customer journeys
|
Required Experience:
Manager
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Posted on:
30+ days ago
Vacancies:
1 Vacancy
