Customer Experience

About our client

A leading NBFC

Job Title : Customer Experience : Chief Manager

Experience : 10+ years

Location : Chennai

Qualification : PG must

Job Description

This position is responsible for managing customer service operations inclusive of conceptualizing & implementing short / long term plans, and managing teams with a focus on excelling business targets & service delivery metrics. Responsible for leading the implementation of the Net Promoter Score (NPS), customer satisfaction program, including aligning the insights with action planning and tracking the implementation of action planning with the business team.

ROLES AND RESPONSIBILTIES

• Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.
• This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.
• Individual will own the NPS study and drive recommendations to improve the customer experience across the organization
• Works closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experience
• Frequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch points
• Liase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancement
• Lead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externally
• Map customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solution
• Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence
• Ensure adherence to service & quality benchmarks and provide a best-in-class service experience for customers

Required Skills