Home Onboarding Operation Excellence Expert

Main Responsibilities :

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)