Lead Customer Experience

About the role

The Lead Customer Experience will own the end‑to‑end experience of Airtel Money customers across all channels, ensuring seamless journeys and swift resolution of pain points.

Key responsibilities

• Manage the full customer lifecycle for Airtel Money products, delivering a first‑class experience.
• Develop and execute customer retention programmes.
• Continuously monitor, test and improve customer journeys across channels, participating in UAT and post‑production sanity checks.
• Review and optimise self‑care services such as IVR, website and mobile app.
• Benchmark against global best practices and collaborate with knowledge experts.
• Oversee SLA delivery and service‑level performance across customer service teams.
• Track service operations to meet targeted satisfaction scores and churn reduction goals.
• Ensure efficient delivery of mobile commerce customer service operations.
• Prepare daily, weekly and monthly performance reports for stakeholders.

Required profile

• Minimum 3 years of experience in commercial or business development and relationship management.
• Bachelor’s degree in Business, Social Studies, Commerce or a related field.
• Post‑graduate qualification in Business, commercial or banking is a plus.

Required skills