Manager - Customer Experience

Experience : 12 to 15+ Years with at least 7 years+ in contact center (Customer Experience) solutions.

Responsibilities :

• Analyze and understand client requirements and design customized solutions that meet their business needs.
• Develop and design Customer Experience (CX) solutions that optimize efficiency, increase digital interventions, reduce costs, and improve quality.
• Understand client transformation needs and design customized solutions.
• Coordinate and collaborate with Sales / Business Development, Transformation, Bid Management, IT Infra, Pricing and Operations teams to develop best-in-class solutions to meet customer needs.
• Create compelling pitches to promote value based selling specific to verticals.
• Respond to RFP / RFIs / RFQs, build proactive proposals with customized transformation solutions.
• Work on the opportunity commercials and create business value for the proposal.
• Communicate solutions with customers, management, and other stakeholders through proposal defense, solution presentations, meetings and further discussions in person or remotely.
• Create industry specific white papers, point of view and case studies on CX.

Skills :

ref : iimjobs.com)