Lead - Service Design & Automation at Airtel

JOB PURPOSE

Simplification and Automation of Customer journeys for better customer experience at all digital and assisted touch points.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Working closely with HQ teams on customer journey simplifications and design
• Governance of all change management across all countries and best practice replication
• Driving KYC and Sim swap IT changes execution through right design & modular framework
• Executing customer journeys on Digital properties like App & Web, building complete digital Self care for all operating countries in Africa for all product lines
• Driving product and process simplification agenda with IT teams by executing Decision Tree, Single screen for front-end
• Working closely with IT Agile lab on automation of simplified journeys and applications delivery

COMPETENCIES

• Having good background and experience on Design thinking and Problem solving
• Very high collaboration with HQ and IT teams
• High on analytics and problem solving through automation
• Very high on rigor, processes and policies
• Creativity (out-of-the box thinking) and strong entrepreneurial spirit
• Strong Commercial Acumen
• Strong Customer orientation
• Excellent Communication and negotiation skills

QUALIFICATIONS AND EXPERIENCE

• Bachelor of Technology with in-depth understanding of telecom trends
• MBA preferred
• 7-10 years of experience in leading a highly qualified and experienced team in a highly complex environment
• 7- 10 years of in-depth experience in the telecom or e-commerce space, especially in Service design and automation