Experience

Airtel Africa

• Kenya
• Telecommunications
• 400 - 500 Employee

• Group Head Customer Experience, Airtel Africa

  • Jan 2019 - Present

  Presently heading Customer Experience for Airtel Africa with operations in 14 countries across the continent for all product lines. My role starts from customer on-boarding to life cycle management to churn; covering end to end customer experience and all stages of customer journey. It involves service design and digitization for all customer journeys to eliminate customer pain in all processes across customer touch points while using artificial intelligence, machine learning and other digital tools. Focus is to re-engineer processes to ensure they are customer driven, ahead of competition and globally the best, with very high focus on digitization, moments of truth and internal organization wide customer centric culture. Key KPIs and targets for this role are faster onboarding while ensuring compliance, increasing digital channel adoption, complaints and churn reduction, improving customer satisfaction while reducing costs, generating revenue through various customer touch points. This needs immense amount of collaboration & partnering with functions like IT & Engineering, Network, Sales, Product & Marketing and Finance to deliver. I am also spearheading Airtel’s Digital initiative for Care. This includes App, Web developments for key internal products and processes, which is Airtel’s key strategy. Show less



Bharti Airtel

• India
• Telecommunications
• 700 & Above Employee

• Sr. VP and Head Customer Experience - Mobile Business, Head - Digital Care

  • Mar 2016 - Dec 2018

  Achievements –• Digitizing all Customer journeys & driving MyAirtel App penetration to 50%.• Enhancing Onboarding experience - Led and delivered multiple Digital programs like Aadhaar based acquisition which has brought down the TAT from 3 days to only 5 min. USD 30mn savings annually.• Customer calls to call center is one the key parameter to gauge the customer satisfaction. It has dropped by more than 60% over the last 2 years due to lots of Process design improvements through Customer journey mapping. Calls reduced from 38mn to 15mn per month. USD 25mn savings annually.• Fully automated Decision Tree to enhance the online resolution and reduction in repeat calls. Decision Tree for Advisors and Customers. 25 sec handling time reduction, USD 3mn savings annually.• Have led multiple Design initiatives and Digital programs across LoBs of Mobile, Broadband and DTH which has helped in dramatic improvement of Customer experience over the last 2 years.• Has been instrumental in Churn reduction despite extreme competitive pressures on pricing. Stepped up retention through increase in value offerings, proactive ring fencing of high value customers.• Driving organization strategic programs like One Home, Open Network, Volte etc.• CX People agenda - Conducted 3 Problem solving & Design thinking sessions to inculcate the Design thinking approach to solve problems within teams. Show less

• Vice President and Head Customer Experience - SMB and Broadband business, Bharti Airtel ltd

  • Jun 2013 - Feb 2016

  Achievements:• Led a key strategic cross functional project, to reduce customer complaints (50% reduction), and improve NPS by creating IT platforms and process reengineering.• Increase in online resolution capabilities for both technical and non-technical customer interactions through tools and process improvements.• Created ‘differentiated service' to improve retention through churn propensity and forecasting models, enhanced contact center experience of high value broadband customers through superior training, knowledge portal and decision tree.• Launch of new Homes products for high value broadband Customers.• Airtel rated as the most trusted ‘service brand’ by Brand Equity, Economic Times for 2 consecutive years. Show less

• General Manager - Acquisition Experience

  • Jun 2010 - May 2013

  Achievements:• Led the implementation of the new Customer Acquisition process within 3 months (including IT platform, partner & internal stakeholder readiness) for 8mn gross adds in a month.• Implemented new process to ensure quality of acquisition leading to savings of USD 20mn per annum in sales and distribution cost. Reduction in Prepaid rotational churn from 7% to 3%.• Winner of SingTel Eagle award (CREST) 2012, for best project.

• DGM - Contact Experience

  • Jun 1998 - May 2010

  Achievements:• Consolidated call centre operations from 52 partners earlier to 13 partners and no. of call centers reduced from 86 to 45.• Led implementation of call center charging process across India mobile operators.• Leveraged self service channels for customer service. Self service penetration improved from 40% to 70%, saving USD 10mn.