Lead Customer Experience

Qualifications

• 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.
  

• 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.