Lead – HNI Experience

Job Description – Lead – HNI Experience

Job entails owning up Postpaid Mobile and Broadband experience for customers by analyzing the process and taking corrective actions.

1. Retention & Churn Management: Postpaid Mobile & Broadband

• Churn control through identifying churn levers and proactive solve.
• Enhance Retention efficiencies on Voluntary, Involuntary, Prepaid buckets.
• Eliminating the cause leading to churn at all touch points be it Stores or at Call center etc.
• Analyse the churn data & derive insights. Identify proactive triggers and personalize retention initiatives based on lifecycle stages, customer journeys, consumer usage behaviour pattern.
• Take initiatives to reduce churn & create tracks & rituals for the same.
• Ensure compliance with process and policies and ensure its effective implementation.

2. Improve Customer Experience – Reduce Customer Pain

• Reduce Interactions & Complaints by proactively analyzing the data & improving process, journeys, proactive actions/campaigns on base to educate customer.
• Ensuring resolution within SLAs & reduce Repeat through respective process owners of all queries and complaints.
• Proactive to analyse gaps & devise a plan for service recovery.
• Non tolerance on execution gaps/delays causing customer impact and pushing teams.
• Customer centric approach in reshaping/creating any process.
• Support front end & Escalation handling from all touch points through war room & drive governance, corrections & identify operational & structural fixes.

3. Go Digital

• Driving Self Care Adoption.
• Competition benchmarking, bringing new thoughts/solutions for expanding digital self-care options.
• Bringing IVR / WhatsApp / Other digital modes based solves.
• Simplify journeys & Test Existing & New journeys.

4. Shifting & Device Recovery

• Drive Within SLA Shifting.
• Reduce Shifting Rejects & Cancellations & reduce churn thru efficiency improvement & take up for planning for structural fix.
• Enhance Shifting success through Follow up & Tracking of each shifting request received.
• Analysis & Inputs for process improvement.
• Manage partner for Device Recovery & ensure device retrieval.

5. Stakeholder Management & Reporting

• Accountable for CFT projects on top agendas to reduce churn & enhance CX. Cross functional collaboration: coordinate with sales, marketing, billing, network, field, contact center etc.
• Ownership for Churn deep dive, insighting & create visibility thru reports on retention – daily, weekly, quarterly, monthly.
• Prepare & present the trends, RCAs, reasoning, smart action plan to reduce churn.

Must Have Skillsets

• Strong Analytical & Presentation skills.
• Ability to collaborate & drive other teams.
• Technical Flair & Adaptability to understand Broadband Network & other technicalities.