Job Description

Company Tata Tele Business Services Website https://www.tatatelebusiness.com Location Mumbai/Bangalore Level SM/DGM

What’s it all about?

We at Tata Tele Business Services are pivoting towards becoming a Digital Services Company. Towards achieving this vision, we want to build a world class customer experience as a strategic differentiator by reinventing and reimagining customer journey across various touchpoints in the lifecycle of our customer. Role Details

Customer Experience Manager would be responsible for developing and implementing customer experience strategies which will involve

• Defining the “To-Be” Journey map for each journey. While defining the “To-be” journey benchmark with “Digital Born” companies and competition and recommend process steps that can be completely digitized
• Drive the implementation of the “To-Be” Journey syndicating with multiple stakeholders
• Leverage tools and solutions to measure CX KPIs across all touchpoints and develop plan to move it towards best in class
• Evaluating the existing customer journeys from “Prospective to Churn”
• Looking at VOC data of the existing journeys to CX improvements

Functional Skillsets

• Customer Journey Design Ability to understand customer journey and design think the best customer journeys driving world class customer experience. Should have prior experience in building CX design blueprint.

Key Attributes

• Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants, needs and pain points
• Forward thinker: should have the aptitude for creative and innovative thinking and analysis
• Good interpersonal, networking and influencing skills
• Problem solving and analytical skills
• Data driven mindset with an aptitude for technology
• Strong project management skills
• Change management and communication skills
• Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.

Preference

• 10-12 years’ experience spanning designing and driving customer journeys and customer experience with at least 3 years’ experience in having conceptualized and implemented programs/projects which have re-imagined digital customer journeys

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead

We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.