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Airtel is Hiring – Lead, HNI Experience

Location: Chandigarh

Role: Lead – HNI Experience (Senior Manager / DGM)

Experience Required - 8 to 12 Years

About the Role

This role entails owning the Broadband and Postpaid Mobile customer experience by analyzing processes and driving corrective actions.

Key Responsibilities

Retention & Churn Management (Postpaid Mobile & Broadband)

- Control churn by identifying levers and implementing proactive solutions.
- Enhance retention efficiencies across voluntary, involuntary, and prepaid buckets.
- Eliminate churn causes across touchpoints (stores, call centers, etc.).
- Analyze churn data, derive insights, and personalize retention initiatives.
- Drive initiatives to reduce churn and establish structured tracks and rituals.
- Ensure compliance with processes and policies.

Customer Experience Improvement

- Reduce customer complaints and interactions through proactive analysis and process improvements.
- Ensure resolution within SLAs and minimize repeat issues.
- Devise service recovery plans and eliminate execution gaps.
- Adopt a customer-centric approach in reshaping processes.




- Support escalation handling and governance across touchpoints.

Digital Transformation

- Drive self-care adoption.
- Benchmark competition and introduce current digital solutions.
- Expand IVR, WhatsApp, and other digital modes.
- Simplify and test customer journeys.

Shifting & Device Recovery

- Drive shifting requests within SLA.
- Reduce rejects and cancellations to minimize churn.
- Track and follow up on shifting requests.
- Provide inputs for process improvement.
- Manage device recovery partners and ensure retrieval.

Stakeholder Management & Reporting

- Lead cross-functional projects to reduce churn and enhance CX.
- Collaborate with sales, marketing, billing, network, field, and contact center teams.
- Own churn deep dives, insights, and reporting (daily, weekly, monthly, quarterly).
- Present trends, RCAs, and action plans to reduce churn.

Must-Have Skillsets

- Strong analytical and presentation skills.
- Ability to collaborate and influence cross-functional teams.
- Technical flair and adaptability to understand Broadband networks and related technicalities.

Apply on Kit Job: kitjob.in/job/4kvgau

📌 Client Experience Lead (Sector 13)
🏢 Airtel
📍 Sector 13