Retail Customer Journey Optimization Lead

Mass Retail Experience Lead

To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined SLAs. The role demands a proactive, data-driven approach and strategic interventions aligned with business goals to elevate the mass retail customer experience.

Key Responsibilities :

• Improve Customer Experience by fixing common issues and reducing repeated complaints and interaction.
• Ensure Timely SR Closures by monitoring and improving SLA adherence.
• Enhance Network Experience by working with the network team to resolve issues faster.
• Reduce Customer Churn and Port-Outs through better service and retention efforts.
• Manage Retention Agencies to ensure effective handling of MNP and customer outreach calls.
• Lead the digital adoption agenda by increasing Thanks app penetration and usage of other digital self-care platforms
• Collaborate cross-functionally to enhance customer experience and resolve process bottlenecks

Skills sets required :