Vertical: Airtel Business

Function: Customer Experience

Role: Manager – Digital Adoption Programs

 

Job Description:

Building plans for driving adoption of digital enablements (such as digital platforms, customer journeys etc.) with customers and internal users. Executing plans with field and respective functional teams to drive adoption of newly launched features and digital journeys Own the metrics to drive digital transformation of customer experience with clear focus on moving metrics once digital features such as on online self - serve platform, work force management tools etc. are available and made live. Present to leadership on the overall digital adoption plans and their execution status with well-defined actions to achieve the target metrics Ensuring feedback from users (customers or internal users) is fed back to the product teams for continuous improvement ensuring adoption of digital journeys Cross - functional working with multiple functions – product, network etc. & circle teams and driving high impact digital adoption programs.

 

Skills:

Digital first & customer obsessed mindset Analytically strong with data driven problem solving approach Execution Excellence Experience on Digital Transformation will be an added advantage