Lead - High Value Experience

Job Description

JD Lead HNI Experience Job entails owning up Postpaid Mobile and Broadband experience for customers by analyzing the process and taking corrective actions. 1. Retention & Churn Management : Postpaid Mobile & Broadband Churn control through identifying churn levers and proactive solve Enhance Retention efficiencies on Voluntary cancellations and Involuntary buckets Eliminating the cause leading to churn at all touch points be it Stores or at Call center Analyze the churn data & identify proactive triggers and personalize retention initiatives based on lifecycle stages, customer journeys, consumer usage behavior pattern Manage the partner to drive timely retention activities Ensure compliance with process and policies and ensure its effective implementation 2. Improve Customer Experience – Reduce Customer pain Reduce Complaints by proactively analyzing the data & improving process, journeys, proactive actions / campaigns on base to educate customer Ensuring resolution within SLAs & reduce Repeat through respective process owners of all queries and complaints Non tolerance on execution gaps / delay causing customer impact and pushing teams Customer centric approach in reshaping / creating any process Support front end & Escalation handling from all touch points 3. Go Digital Driving Self Care Adoption Competition benchmarking, bringing new thoughts/solutions for expanding digital self-care options Bringing IVR / WhatsApp / Other digital modes based solves Simplify journeys & Test Existing & New journeys 4. Shifting & Device Recovery Drive Within SLA Shifting Reduce Shifting Rejects & Cancellations Enhance Shifting success through Follow up & Tracking of each shifting request received Analysis & Inputs for process improvement Manage partner for Device Recovery & ensure device retrieval 5. Stakeholder Management & Reporting Prepare reports on retention – daily, weekly, quarterly, monthly Prepare & present the trends, RCAs, reasoning, smart action plan to reduce churn Cross functional collaboration : coordinate with sales, marketing, billing, technical, contact center etc. Must Have Skillsets Strong Analytical & Presentation skills Ability to collaborate & drive other teams Technical Flair & Adaptability to understand Broadband Network & other technicalities