Home Onboarding Experience Management

PT XLSMART Telecom Sejahtera Tbk; Jakarta Pusat; On-site; IDR 334,800,000 - 602,640,000; Full time

Job summary

PT XLSMART Telecom Sejahtera Tbk is seeking a dedicated Onboarding Lead in Jakarta Pusat to define and standardize the customer onboarding journey across installation, activation, and handover.

You will track KPIs such as installation lead time, activation success rate, and CSAT/NPS, acting as the single owner for onboarding performance across regions while aligning Sales, Service Delivery, and Operations to hit conversion and SLA targets.

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

• 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)