The role of Lead Experience is to create & deliver processes and products Circle- Installation for BB, DTH, new products (One Airtel) through right process and people skills. With this view-

Build right In home delivery process journeys Continuously drive process corrections, build digitization in coordination with product Design and deliver technology and soft skill capability programs

Lead the organization in adoption of new tools and practices bringing teams together to understand, document and simplify processes. Work closely with the circle teams on projects that enhance processes, improve reliability, increase simplicity, and enable growth. The role assumes Planning, monitoring & program level executive sponsorship responsibility and is empowered to establish and implement standards and practices to deliver best in class customer experience

 

Capability building

Improvement in quality of workmanship in the circle/Cluster by

Execute training plan to build team capabilities to deliver One airtel Service  agenda Execution of Product/Process/System/Soft skill training for Airtel In-house/off role teams, Strategic and Non-strategic partners as per the norms to ensure effective learning to all the role holders Working with leadership to ensure that Learning outcomes drive business Objectives Coordination with circle and central role holders for effective Learning solutions Develop and design documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures.

Process Excellence

Ensure effective implementation of Delivery Process Journeys & SoP Recommend process improvement in line with Airtel strategy and close coordination with Customer call centers and CSD teams of Airtel to enhance customer experience Measure, analyse and evaluate existing processes, collect data to identify improvement opportunities, develop metrices with KPIs to measure Critical Success Factors Facilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.

Productivity enhancement

 

Monitor and enhance service productivity measures by

          Consultation around training implementation in line with driving productivity in the teams

          Crafting productivity enhanced solutions / trainings

 

Digitization

Look for opportunities for digitization in the processes.

Coordinate with the circle and Central process and product team for building digitization in the processes