*Role Purpose:*

Drive experience-led growth for Wi-Fi / Connected Homes / FMC by reimagining end-to-end customer journeys, reducing churn and friction, and scaling digital-first automated interventions. Design intent: shift from fragmented product journeys to a unified “One Airtel Home” experience.

*Core Responsibilities:*

1. End-to-End Experience Design
- Own the Acquire → Onboard → Serve → Retain journey map across Wi-Fi, Connected Homes and FMC.
- Identify friction points and redesign journeys to become straightforward, intuitive and consistent across channels.

2. Churn & Continuity Engine
- Create interventions for 0–90 onboarding care, repeat complaints, shifting failures, non-payment and usage drop signals.
- Partner with Network, HDO, Marketing and CE team to address root causes for proactive churn management

3. FMC Growth & Bundling
- Improve bundle attach, single-bill / single-view experience, add-remove journeys and lifecycle nudge strategy.
- Drive contextual cross-sell at high-intent moments such as Wi-Fi acquisition, bill payment, plan change/ manage journeys.





4. Process Simplification & Automation
- Simplify feasibility, KYC reuse, dedupe, slot booking, payment, order tracking, shifting and recovery journeys.
- Reduce assisted dependency through app, WhatsApp, chatbot, voice bot and proactive notification paths.

5. Channel & Field Integration
- Ensure digital journeys are executable in assisted channels and field tools such as eCAF / Airtel Work / service portals.
- Translate customer experience design into field-ready process flows, scripts, checkpoints and training inputs.

*Key Skills & Capabilities:*
- End-to-end CX transformation, service blueprinting, customer pain-point mapping, journey simplification.
- Churn analytics, CLM, lifecycle marketing, base management, retention and winback strategy.
- Self-serve journeys, WhatsApp / App / chatbot adoption, AI / NBA use cases, proactive nudges.
- Translate strategy business rules, user stories.

*Ideal

📌 Lead- Growth and Churn management (Gurugram)
🏢 Airtel
📍 Gurugram