Home Onboarding Experience Management
Xlsmart
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Job summary
Xlsmart mencari Home Onboarding Experience Manager untuk merancang perjalanan onboarding pelanggan, mulai dari penjadwalan janji, instalasi, hingga aktivasi, guna meningkatkan kepuasan pelanggan dan mengurangi gesekan.
Posisi ini menjadi pemilik tunggal kinerja onboarding di seluruh wilayah, menyelaraskan Sales, Service Delivery, dan Operasional untuk mencapai konversi dan SLA. Juga menetapkan standar komunikasi dan memantau KPI onboarding seperti CSAT/NPS, waktu lead, dan tingkat aktivasi.
Responsibilities
- Define and design onboarding journey standards, including key experience moments (appointment scheduling, installation, activation), to enhance customer satisfaction and reduce friction
- Track onboarding KPIs (installation lead time, activation success rate, first-time-right)
- Single point of ownership for onboarding performance across regions, aligning Sales, Service Delivery, and Operations to achieve conversion and SLA targets
- Define communication standards (confirmation, reminders, updates) to ensure clear and proactive communication
- Monitor and manage onboarding KPIs from both experience and performance perspectives (CSAT/NPS, activation success rate, lead time, first-time-right)
Job description
Perusahaan : Xlsmart
Jenis Pekerjaan : Full-Time
Indonesia
Main Responsibilities:
- Define and design onboarding journey standards, including key experience moments (appointment scheduling, installation, activation), to enhance customer satisfaction and reduce friction
- Track onboarding KPIs (installation lead time, activation success rate, first-time-right)
- Single point of ownership for onboarding performance across regions, aligning Sales, Service Delivery, and Operations to achieve conversion and SLA targets
- Define communication standards (confirmation, reminders, updates) to ensure clear and proactive communication
- Monitor and manage onboarding KPIs from both experience and performance perspectives (CSAT/NPS, activation success rate, lead time, first-time-right)
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- Xlsmart
- xlsmart.co
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