Lead Customer Experience

The position is responsible for Customer user experience on all channels, product journeys, and resolution of customer pain points.

• Manage the Customer Life cycle to ensure first class experience on all Airtel Money products.
• Develop customer retention programs.
• Continuously monitor and test customer journeys on various channels and participate in any related changes during UAT and postproduction sanity tests.
• Constantly review the efficiency of self-care services – IVR, website and APP.
• Benchmark and work with knowledge experts to introduce global best practices.
• Manage customer experience and service level agreements' delivery across customer service teams.
• Monitor service operations and ensure achievement of targeted customer satisfaction ratings and churn targets.
• Ensure efficient and effective delivery of mobile commerce customer service operations.
• Prepare timely daily, weekly and monthly reports for different stakeholders ensuring timely submission.
   

•  A minimum of 3 years of experience in commercial or Business Development, and relationship management.
• Bachelor's degree in Business/ Social studies/ commerce or related field.
• Post Graduate qualification in Business, commercial/banking field will be an added advantage.
   

• Strong understanding of all aspects of customer life cycles and relationship management.
• Good communication and people skills.
•  Understanding of the market.
• Strong analytical and data interpretation skills.
•  Leadership skills.
• Excellent verbal and written communication, organizational and interpersonal skills.
•  Ability to work effectively under time constraints and deliver results by critical deadlines.
•  High levels of integrity.
• Analytical and problem solving skills.