Lead- Growth and Churn management

Role Purpose:

Drive experience-led growth for Wi-Fi / Connected Homes / FMC by reimagining end-to-end customer journeys, reducing churn and friction, and scaling digital-first automated interventions. Design intent: shift from fragmented product journeys to a unified 'One Airtel Home' experience.

Core Responsibilities:

1. End-to-End Experience Design

• Own the Acquire → Onboard → Serve → Retain journey map across Wi-Fi, Connected Homes and FMC.
• Identify friction points and redesign journeys to become simple, intuitive and consistent across channels.

2. Churn & Continuity Engine

• Create interventions for 0–90 onboarding care, repeat complaints, shifting failures, non-payment and usage drop signals.
• Partner with Network, HDO, Marketing and CE team to address root causes for proactive churn management

3. FMC Growth & Bundling

• Improve bundle attach, single-bill / single-view experience, add-remove journeys and lifecycle nudge strategy.
• Drive contextual cross-sell at high-intent moments such as Wi-Fi acquisition, bill payment, plan change/ manage journeys.

4. Process Simplification & Automation

• Simplify feasibility, KYC reuse, dedupe, slot booking, payment, order tracking, shifting and recovery journeys.
• Reduce assisted dependency through app, WhatsApp, chatbot, voice bot and proactive notification paths.

5. Channel & Field Integration

• Ensure digital journeys are executable in assisted channels and field tools such as eCAF / Airtel Work / service portals.
• Translate customer experience design into field-ready process flows, scripts, checkpoints and training inputs.

Key Skills & Capabilities:

• End-to-end CX transformation, service blueprinting, customer pain-point mapping, journey simplification.
• Churn analytics, CLM, lifecycle marketing, base management, retention and winback strategy.
• Self-serve journeys, WhatsApp / App / chatbot adoption, AI / NBA use cases, proactive nudges.
• Translate strategy business rules, user stories.

Ideal Candidate Profile:

• Preferably an MBA from a reputed institute, with strong skills in process improvement and solving structural problems using data-driven insights.
• Strong communication skills, a growth mindset, and a problem-solving approach.

Skills Required
User Stories, Business Rules