AGM - Service Design

Role title: Product Service Designer

Function: VIBS/ Products, Solutions & Partnerships

Band: M2

Vertical: Business Communications

Reports to: Principal Product Development Manager

Location: Corporate | Mumbai

Role purpose:

• The Service Designer is responsible for leading holistic service design activities for the Business communication practice to provide best in class customer experience.
• Service Designer use diverse set of methods, tools, best practices, and industry-agreed disciplines in service strategy & design to illustrate all components and touch points of services and produce superlative customer journey and process workflows.

Key accountabilities and decision ownership

[max 5]:

• Design and Create high-quality end-to-end process flows for Sell, Build and Run (opportunity identification till Billing, Assurance, amends and termination) which includes RACI, TAT, Escalation matrix, CAF, Invoice, Reports also validating the same in acceptance testing.
• Establish the governance and Operating model for cross functional team and partner
• Identify, as part of Service design, skills, capabilities and functional requirements for service owners to deliver seamless customer experience.
• Working with CFT and Partner to develop a robust, measurable & scalable service architecture that can deliver against new customer requirements & future opportunities
• Provide Coaching and support to service owners for effective and seamless process implementation
• Ensure all Services Design & process are complaint to regulations and internal & external Audits.
• Exploration into current processes, As-Is Service/ Experience Mapping to improve Product Delivery/Assurance TATs, plug revenue leakages if any, simplify processes, enhance revenue by introducing operational efficiencies, reduction in errors occurring due to manual interventions by proposed automations etc.

Core competencies, knowledge and experience [max 5]:

• Service Design or equivalent experience. (Preferably in telecoms)
• Strong knowledge of Business Communications and processes including Industry Trends.
• Deep understanding of OSS /BSS systems used for Business Communications.
• Highly effective and diverse stakeholder management-demonstrate ability to build across internal & external stakeholders.
• Strong communicator and collaborator.

Must have technical / professional qualifications:

• Graduate (preferably BE/B Tech) from reputed college /university
• Understanding or hands-on experience in telecom processes and technologies
• ITIL/eTOM /AGILE methodology understanding is a plus

Experience: 8+ Years

Budget owned: NA

Key performance indicators [max 3]:

• Service design and Operating model to be aligned with project timeline for (CCaaS, CPaaS (Meta & Bots | Voice & Chat), GSIP, SIP over Internet, SIP enhancements, Conversational AI and more)
• No of critical/ show-stopper process issues within 90 day support period to be less than 5% of the total issues audited quarterly.
• Measure the efficiency or productivity of the process and possible improvement. Example: Days to deliver the order or TAT to handle fault.

Direct reports: None

Dotted reports: None