Overview
Home Onboarding Experience Management Jobs in Jakarta, Indonesia at PT XLSMART Telecom Sejahtera Tbk
Title: Home Onboarding Experience Management
Company: PT XLSMART Telecom Sejahtera Tbk
Location: Jakarta, Indonesia
Job Purpose:
Own and drive the end-to-end onboarding experience for home customers (order to activation), ensuring SLA adherence, optimal funnel conversion, and superior customer experience through data-driven operational excellence
Main Responsibility:
1. Define and design onboarding journey standards, including key experience moments (appointment scheduling, installation, activation), to enhance customer satisfaction and reduce friction
2. Track onboarding KPIs (installation lead time, activation success rate, first-time-right)
3. Single point of ownership for onboarding performance across regions, aligning Sales, Service Delivery, and Operations to achieve conversion and SLA targets
4. Define communication standards (confirmation, reminders, updates) to ensure clear and proactive communication
5. Monitor and manage onboarding KPIs from both experience and performance perspectives (CSAT/NPS, activation success rate, lead time, first-time-right)
Key Output:
1. End-to-end onboarding operating model and governance framework
2. Activation success rate Onboarding performance dashboards and reports
3. SLA and activation performance control with escalation mechanism
4. Customer experience improvement initiatives (early life journey)
5. Customer satisfaction (CSAT / NPS onboarding)
