Vertical: Airtel Business

Role: Product Experience – Manager/Senior Manager

Job Description:

Customer backwards and digital first approach of designing experience  processes (including writing detailed business requirements documents BRDs) for various life stages of customer journey (BUY, Onboard (delivery), Manage (assurance), Pay etc.) for various Products (new and existing products). Identify issues, gaps & design solutions to avoid/address frictions in customer journey. Using Data driven approach, analyzing customer’s VOCs to identify root causes first for issues in customer journey and then solving them structurally with refined processes  Drive simplification and re-design of existing processes by working cross functionally across teams – product, sales, legal, regulatory, and marketing to make overall business efficient and transform customer experience Define and own metrics around processes and drive it Understand underlying systems and tech stacks to leverage technology where possible when designing processes

 

Skills:

Problem Solving skillset Analytical frame of mind  Customer obsessed Structured approach in analysis and articulation of problems & solutions Designing simplified customer journeys Experience on Digital Transformation will be an added advantage