AVP/ VP Digital Transformation for Mumbai

The Vice President – Digital Transformation
will lead the enterprise-wide digital modernization of the broadband business,
driving superior customer experience, operational excellence, revenue growth,
and data-driven decision-making. The role will own the digital roadmap across
customer journeys, OSS/BSS, network operations, sales, service assurance,
analytics, and automation.


Key Responsibilities

1. Digital Strategy & Leadership

• Define and execute the organization’s digital transformation

vision aligned with business strategy.

• Lead multi-year digital roadmaps covering customer, network,

operations, and enterprise platforms.

• Act as executive sponsor for high-impact digital programs and

technology investments.


2. Customer Experience & Digital
Channels

• Own end-to-end digital customer journeys across mobile app,

web, CRM, and self-service platforms.

• Implement omnichannel engagement, AI chatbots, and digital

service assurance tools.

• Drive measurable improvements in NPS, churn reduction, and

digital adoption.

3. Sales & Revenue Digitization

• Digitize sales lifecycle including lead management, digital

onboarding, e-KYC, partner portals, and activations.

• Enable data-led personalization, cross-sell, upsell, and

campaign automation.

• Support digital partnerships and ecosystem integrations.

4. Network & Operations Digitization

• Lead OSS/BSS modernization, automation, and cloud migration

initiatives.

• Enable predictive maintenance, AI-based fault management, and

real-time network dashboards.

• Improve field force productivity through digital tools and

workflow automation.

5. Data, Analytics & AI

• Establish enterprise data platforms, governance, and advanced

analytics capabilities.

• Leverage AI/ML for churn prediction, demand forecasting,

proactive care, and revenue assurance.

• Promote data-driven decision-making across leadership and

operations.

6. Technology, Architecture &
Cyber security

• Drive cloud-first, API-led, micro services-based architecture.
• Govern vendor selection, system integrators, and technology

partners.

• Ensure cyber security, data privacy, and regulatory compliance.

7. Change Management & Capability
Building

• Lead digital change management and adoption across the

organization.

• Build digital skills through training, agile ways of working,

and innovation programs.

• Develop next-generation digital leaders and talent pipelines.

8. Governance, Budget & Value
Realization

• Own digital transformation budgets, KPIs, and ROI realization.
• Establish governance frameworks, milestones, and risk

management controls.

• Report progress and outcomes to the Board and Executive

Committee.