Lead Specialist - Process Excellence

ob Summary :

We are seeking a highly motivated and detail-oriented Process Excellence Specialist to manage and optimize our Customer Satisfaction (CSAT) processes. The ideal candidate will have a strong background in process improvement, data analysis, and customer experience management. Proficiency in survey tools such as Qualtrics , SurveyMonkey , or similar platforms is essential. This role will focus on driving customer insights, improving satisfaction metrics, and ensuring seamless execution of feedback mechanisms.

Key Responsibilities :

• Design, implement, and manage end-to-end Customer Satisfaction (CSAT) processes.
• Analyze customer feedback to identify trends, pain points
• Create and manage surveys using tools like Qualtrics , SurveyMonkey , or equivalent platforms.
• Monitor survey performance and optimize for engagement and data quality.
• Analyze survey data to generate meaningful insights and present findings to stakeholders.
• Develop dashboards and reports to track CSAT metrics and other key performance indicators (KPIs).
• Implement best practices in process excellence and customer experience management.
• Work closely with internal teams, including operations, marketing, and product, to align CSAT initiatives with business goals.
• Act as a subject matter expert (SME) for survey tools and customer feedback processes.
Qualifications :
• Education :
• Bachelor's degree in business, statistics, economics, engineering, psychology, communications, or related field. A diploma with strong analytical and communication skills can suffice if paired with relevant internships.
• Certification in Lean Six Sigma or other process improvement methodologies is a plus.
• Experience :
• Overall industry experience of over 8 years
• 3 5 years in customer experience (CX), operations analytics, contact center reporting, or market research. Internship / project exposure to surveys or dashboards is valuable.
• Proven experience managing CSAT / NPS processes and driving customer insights. Understanding of CSAT and NPS constructs : question design, scales, promoters / passives / detractors, calculation formulas, confidence intervals (basic), and common biases (non-response, sampling).
• Familiarity with Likert scales, branching / skip logic, and survey fatigue mitigation.
• Hands-on experience with survey tools like Qualtrics , SurveyMonkey , or similar platforms.
• Skills :
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Proficiency in Excel; exposure to Power BI / Tableau and one survey platform