Sr Associate - Customer Experience

Key Responsibilities

• Customer Interaction Escalation Handling
• Conduct proactive customer calls to gather qualitative feedback and understand key pain points.
• Handle 'Orange' and 'Red' alert cases surfaced on the CX dashboard, ensuring timely resolution and closure with the relevant program team.
• Personally engage with detractors to understand issues, rebuild trust, and convert them into promoters through structured follow-ups.
• Voice of Customer (VOC) NPS Management
• Conduct structured VOC interviews (Month-1, Month-3, and post-renewal) to capture rich qualitative insights.
• Track and report Net Promoter Score (NPS) at various journey stages, ensuring adoption and awareness across teams.
• Identify recurring themes, root causes, and actionable insights from detractor and promoter feedback.
• Cross-Functional Coordination
• Work closely with the Program, Health Coach, and Doctor teams to close the loop on experience issues.
• Escalate systemic issues and collaborate on root-cause analyses.
• Support the CX Manager in running weekly NPS review meetings and preparing executive summaries.
• CX Dashboard Tracking Process Execution
• Maintain accuracy and timeliness of the CX control dashboard (alerts, NPS trends, escalations, follow-up SLAs).
• Ensure tagging and status updates for all orange / red alerts and resolved cases.
• Assist in designing and refining SOPs for experience escalation management.

Qualifications

Requirements

Additional Information

Role Overview

As a Senior Associate, Customer Experience, you will be at the heart of Elevate Now's customer success engine—ensuring that every member's journey is smooth, supportive, and impactful. You'll engage directly with customers, interpret feedback, drive insights from Voice of Customer (VOC) initiatives, and partner with internal teams to turn detractors into promoters.

This is an operations-intensive role that combines empathy, analytical rigor, and strong coordination skills.

Skills Required

google sheets , zendesk, Excel