L&T - Lead - Customer Experience & Satisfaction
Larsen & ToubroMumbai, India1 day ago
Job descriptionDefine and track key satisfaction metrics (e.g. CSAT, NPS, repeat engagement) from ground zero. Build lightweight tracking systems (Excel / Google Sheets, internal dashboards) without over-dependence on external tools. Partner with internal tech and analytics teams to institutionalize these metrics. Translate customer insights into business actions - e.g., improving onboarding, search experience, service SLAs or communication tone. Drive alignment among teams on customer-centric priorities through data-backed recommendations. Work closely with the CMO to communicate key findings and improvement plans to leadership. Feed insights into marketing campaigns to ensure tone, content and offers reflect real customer needs. Identify advocacy opportunities - turn satisfied customers into brand promoters through storytelling and case studies. Build and standardize customer satisfaction review processes and reporting cadences. Define escalation protocols and feedback loops across teams. Document learnings, best practices and playbooks for scalability. 7 to 10 years of experience in marketing, customer experience or business strategy roles - preferably in digital, fintech, B2B or ecommerce platform environments. Strong in data analysis, storytelling and structured problem-solving. Proven ability to talk directly to customers, extract insights and translate them into measurable outcomes. Comfortable setting up frameworks from scratch - hands-on with Excel, Google Sheets, CRM exports, dashboards and survey tools. Excellent communication and influencing skills; can work cross-functionally with business, sales and product teams. Entrepreneurial, self-starter mindset - thrives in ambiguity, owns outcomes and doesn't wait for systems to be built. Bonus : Experience running NPS / CSAT or retention programs in a growing organization.
Lead - Customer Experience & Satisfaction Overview
This is a high-ownership individual contributor role that sits at the intersection of marketing, analytics and business strategy. The person will be responsible for defining what customer satisfaction means for SuFin, setting up measurement frameworks from scratch and ensuring the voice of the customer is heard and acted upon across teams.
Key Responsibilities
Voice of Customer & Insights
- Set up and own the Voice of Customer (VoC) framework - qualitative and quantitative.
- Conduct direct customer conversations across segments (buyers, sellers, financiers) to identify friction points and opportunities.
- Analyze feedback, complaints and data trends to create actionable insights.
- Present structured insight reports to Marketing, Category, Sales and Operations teams.
Measurement & Metrics
Cross-Functional Impact
Marketing & Communication Linkage
Process Creation & Governance
Desired Profile
(ref : iimjobs.com)
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Customer Experience Lead • Mumbai, India
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