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MTS IV CsltSys Engrg

8.00 to 11.00 Years   Chennai   11 Nov, 2019
Verizon Data Services India PvtLtd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareSales / BD
EmploymentTypeFull-time

Job Description

  • Deliver service improvements to improve the customer experience across Verizon.
  • Influence senior business and IT stakeholders to support and deliver proposed improvements.
  • Use Net Promoter Score and other tools to measure improvements over time.
  • Collate and analyze customer expressions of dissatisfaction and Net Promoter Score feedback, ensure that NPS increases across the organization over time.
  • Continually identify opportunities to improve customer experience.
  • Deliver change initiatives identified internally or from external good practice to support these opportunities.
  • Participate Customer Experience focus group sessions with Business and IT leaders.
  • Work across teams to continually eliminate unnecessary processes and continually implement new ways to to enhance Customer Experience.
  • Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements.
  • Leads the ideation of new solutions to meet customer s changing expectations.
  • Monitor and forecast customer experience trends and impacts.
  • Market study and research across industry to bring insights on new customer experience trends.
  • Bring in new design thinking and innovative ideas to enhance customer experience.
  • Have a thorough understanding of Verizon products, solutions and major programs end to end.
  • Chart down customer journeys across various transactions and identify process gaps and opportunities.
  • Convert user stories into customer experience design.
  • Think like a customer and come up with experience solutions that will entice the customer.

    • What we re looking for.

    You ll need to have:

    • Bachelor s degree in Computer Science or four or more years of work experience.
    • Four or more years of relevant work experience.
    • Four or more years of experience in Managing Business Process and Solutions.
    • Experience in UX & Design Experience.
    • Design experience in Customer facing applications/products.
    • Experience in NPS tracking and improvements.
    • Experience in Design Thinking concepts.
    • Ability to give constructive criticism and challenge co-workers to think at their best.

    Even better if you have:

    • Masters Degree in Computer Science or relevant.
    • Strong knowledge of industry wide best practices when it comes to customer experience.
    ,

    Keyskills :
    management net design business it chart science mts research hangeinitiatives businessprocess creativesolutions marketstudy netpromoterscore designthinking customerexperience userstories computerscience customerjourneys businessmanageme

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