Product Experience Manager

Product Experience Manager

Vertical: Airtel Business

Role: Product Experience – Manager/Senior Manager

Job Description:

1. Customer backwards and digital first approach of designing experience  processes (including writing detailed business requirements documents BRDs) for various life stages of customer journey (BUY, Onboard (delivery), Manage (assurance), Pay etc.) for various Products (new and existing products).
2. Identify issues, gaps & design solutions to avoid/address frictions in customer journey.
3. Using Data driven approach, analyzing customer’s VOCs to identify root causes first for issues in customer journey and then solving them structurally with refined processes 
4. Drive simplification and re-design of existing processes by working cross functionally across teams – product, sales, legal, regulatory, and marketing to make overall business efficient and transform customer experience
5. Define and own metrics around processes and drive it
6. Understand underlying systems and tech stacks to leverage technology where possible when designing processes

 

Skills:

1. Problem Solving skillset
2. Analytical frame of mind 
3. Customer obsessed
4. Structured approach in analysis and articulation of problems & solutions
5. Designing simplified customer journeys
6. Experience on Digital Transformation will be an added advantage

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel. 

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. 

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before’ .

Experience Level

Mid Level