Lead Mass Experince

Key Deliverables:

• Develop and implement mass value strategies to enhance prepaid customer experience and drive digital penetration.
• Conduct call listening sessions, focus groups, and process reviews to improve key customer touchpoints.
• Reduce overall customer interactions by 30% and repeat interactions by 25% through root cause analysis and preventive action plans.
• Achieve a 10% monthly reduction in MNP churn and ensure bundled churn remains below the pan-India average.
• Increase e-SIM penetration and improve retention through initiatives like proactive repeat caller servicing and vernacular chatbot verification.

Role Responsibilities:

• Lead strategic planning for customer lifecycle management (CLM) and digital service delivery.
• Collaborate with cross-functional teams to drive seamless customer experiences and resolve systemic issues.
• Track performance metrics, execute churn management initiatives, and implement customer retention strategies.
• Provide coaching, performance reviews, and skill development to direct and indirect team members.
• Engage internal stakeholders and prepaid customer segments to implement data-driven experience improvements.