Customer Experience Lead
1 Nos.
89348
Full Time
7.0 Year(s) To 10.0 Year(s)
Not Disclosed by Recruiter
IT Software - Client Server
IT-Software/Software Services
Job Description:
Job Description
- Implement a customer experience vision and strategy that aligns with our company’s mission and values. Champion the voice of the customer and drive a customer-centric mindset at every level
- Collect, analyze, and interpret NPS data of 811 customers to evaluate customer sentiment and satisfaction level
- Identify patterns, trends, and key drivers affecting 811 customer experience
- Collaborate with data analysts to create comprehensive reports and visualizations for senior management
- Conduct in-depth analysis to gain insights into customer behaviours, preferences, and pain points
- Synthesize customer feedback from various sources to uncover opportunities for improvement
- Provide actionable recommendations to enhance 811 customer satisfaction and loyalty
- Collaborate with cross-functional teams to develop and execute strategies based on NPS insights
- Monitor changes in NPS scores over time and track improvements resulting from implemented strategies
- Stay updated on industry trends and best practices related to customer experience and NPS measurement
- Effectively communicate insights and recommendations to stakeholders at all levels
- Collaborate with marketing, product, technology and customer service teams to align efforts toward improving customer satisfaction
Job requirements
- A bachelor’s degree in engineering or a related field along with a master’s degree
- Prior experience in customer experience or product management
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Exceptional communication skills, both written and verbal, for effectively presenting findings to diverse audiences
- Detail-oriented with a passion for improving customer experiences and driving positive change
- Leadership skills with the ability to motivate and inspire your team
- Creativity and innovation skills with the ability to generate new ideas and solutions
- Collaboration skills with the ability to work well with others and build strong relationships
- A customer-focused and empathetic attitude with the ability to understand and anticipate customer needs and expectation
Key Skills :
Company Profile
Is an Indian ---ing and financial services company headquartered in Mumbai. It offers ---ing products and financial services for corporate and retail customers in the areas of personal finance, investment ---ing, life insurance, and wealth management.
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