Home Onboarding Operation Excellence Expert

PT XLSMART Telecom Sejahtera Tbk; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

PT XLSMART Telecom Sejahtera Tbk is seeking an onboarding program specialist to define and standardize the customer onboarding journey, covering appointment scheduling, installation and activation, to minimize friction and boost satisfaction.

You will monitor onboarding KPIs such as installation lead time, activation success rate and first-time-right, and own onboarding performance across regions by coordinating Sales, Service Delivery and Operations toward targets.

Responsibilities

• Define and design onboarding journey standards, including appointment scheduling, installation and activation.
• Track onboarding KPIs such as installation lead time, activation success rate and first-time-right.
• Single point of ownership for onboarding performance across regions, aligning Sales, Service Delivery and Operations to targets.
• Define communication standards (confirmation, reminders, updates) to ensure clear and proactive communication.
• Monitor 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)