Role title : Head of Service Strategy and Innovation with one of the leading top 2 telecom service provider



Function : Customer Experience & Operations



Reports to : Customer Experience and Operations Head



Location : Mumbai



Role purpose :



- The role will own the service strategy and drive innovation agenda creation and delivery . It will require to build and deliver service budgets (end-to-end planning cycle).



- The role requires setting up the Customer Experience vision, and analyse how our current service KPIs, and related metrics aligns to the intended vision. It requires driving the differentiation agenda across products, segments, channels and trade and sharing best practices, benchmarks. In addition drive the commercial integration across functions and set the definition of anything new in products & services.



Key accountabilities and decision ownership :



- Drives vision and strategy to create competitive advantage for the service line, anticipating and adjusting to changing market conditions



- Analyse industry trends, competitive threats and market growth opportunities and link it to Service Strategy should be structured



- Develop service strategy and business cases (including financials) for making go/no-go decisions on new strategic initiatives that deliver ROI



- Present and make new services and/or process recommendations to the company's senior leadership, and champion implementation to achieve desired results



- Manage and own the full cycle of service innovation and partnership



- Research and evaluate new services/technologies that can differentiate



- Lead activities such as customer interviews, heuristic evaluations, usability tests, task analysis, surveys, web analytics reviews, persona development, and field research in order to understand the context in which target audiences interact with our service channels



- Apply user needs, motivations, tasks, and goals to the design of highly engaging experiences for responsive service channels - call centres, web, native mobile applications, and other digital properties



Core competencies, knowledge and experience :



- Strong experience in service strategy space - covering call centres, operations innovation and setting the vision for future



- Strong experience in identifying key operational trends, opportunities and vulnerabilities, evaluate new operational workflow, and lead analysis for prospective operations changes and innovation



- Strong experience in creating service strategy/innovation initiative business plans



- Strong problem-solving and analysis skills, combined with solid understanding of business strategies and drivers



- Demonstrated skills in fact-based analysis and presentation



- Ability to deal with ambiguity and learn on the fly. Self-directed and motivated



- Clear and concise communication



- 10+ years of operations and services domain and management (at-least last 3 years+ in focused in strategy initiatives)



Must have technical / professional qualifications : BE/B.Tech/MCA/MCS/Post Grad degree/MBA



Key performance indicators :



- Deliver on service strategy goals and objectives set by management



- Deliver innovation and differentiation, customer delight, time to market, market adoption of service strategy



- Collaborate and influence teams across marketing, network, IT and digital to align to the service strategy agenda and make it happen



Note : Only female candidate preferred. Consulting experience must prior/Current, Prior experience in Customer or telecom space not required. Females with strategy experience into any domain with international experience can apply.

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