Customer Experience Manager

As a Customer Experience Manager at Tata Tele Business Services, your role involves developing and implementing customer experience strategies to enhance the overall journey of the customers. This includes defining the To-Be Journey map for each journey, benchmarking with Digital Born companies and competition, recommending digitized process steps, driving implementation with multiple stakeholders, measuring CX KPIs across touchpoints, and improving existing customer journeys based on VOC data. Your role requires a strong focus on customer-centricity, forward thinking, problem-solving skills, and the ability to collaborate effectively with cross-functional teams. **Key Responsibilities:** - Define To-Be Journey maps for each customer journey - Benchmark with Digital Born companies and competition to recommend digitized process steps - Drive implementation of To-Be Journeys in collaboration with stakeholders - Measure CX KPIs across touchpoints and develop improvement plans - Evaluate existing customer journeys from Prospective to Churn - Analyze VOC data to drive CX improvements **Qualifications Required:** - Prior experience in customer journey design and building CX design blueprints - Customer-centric mindset with the ability to understand and represent customer wants and needs - Creative and innovative thinking skills - Strong interpersonal, networking, and influencing skills - Data-driven mindset with technology aptitude - Strong project management, change management, and communication skills - Ability to thrive in a collaborative culture and foster partnerships across teams As a preference, you should have 10-12 years of experience in designing and driving customer journeys and customer experience, with at least 3 years of experience in conceptualizing and implementing programs/projects that have re-imagined digital customer journeys. Tata Tele Business Services (TTBS) is committed to transforming businesses through digitalization and is a leading enabler of connectivity and communication solutions for businesses in India. With a wide range of ICT services including connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS focuses on customer-centricity, innovation, and fostering talent within the organization to drive success in the digital era. As a Customer Experience Manager at Tata Tele Business Services, your role involves developing and implementing customer experience strategies to enhance the overall journey of the customers. This includes defining the To-Be Journey map for each journey, benchmarking with Digital Born companies and competition, recommending digitized process steps, driving implementation with multiple stakeholders, measuring CX KPIs across touchpoints, and improving existing customer journeys based on VOC data. Your role requires a strong focus on customer-centricity, forward thinking, problem-solving skills, and the ability to collaborate effectively with cross-functional teams. **Key Responsibilities:** - Define To-Be Journey maps for each customer journey - Benchmark with Digital Born companies and competition to recommend digitized process steps - Drive implementation of To-Be Journeys in collaboration with stakeholders - Measure CX KPIs across touchpoints and develop improvement plans - Evaluate existing customer journeys from Prospective to Churn - Analyze VOC data to drive CX improvements **Qualifications Required:** - Prior experience in customer journey design and building CX design blueprints - Customer-centric mindset with the ability to understand and represent customer wants and needs - Creative and innovative thinking skills - Strong interpersonal, networking, and influencing skills - Data-driven mindset with technology aptitude - Strong project management, change management, and communication skills - Ability to thrive in a collaborative culture and foster partnerships across teams As a preference, you should have 10-12 years of experience in designing and driving customer journeys and customer experience, with at least 3 years of experience in conceptualizing and implementing programs/projects that have re-imagined digital customer journeys. Tata Tele Business Services (TTBS) is committed to transforming businesses through digitalization and is a leading enabler of connectivity and communication solutions for businesses in India. With a wide range of ICT services including connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS focuses on customer-centricity, innovation, and fostering talent within the organization to drive success in the digital era.