Position Title:Customer Experience Manager

Grade:Sr. Manager

Department:Customer Experience

Salary Max ctc-20lpa

Candidate should be from BFSI sector only

Locstion -Goregaon,Mumbai

Sub-Department:Customer Experience

Immediate Supervisors Position Title:AVP - Customer Experience & Digital Transformation

Critical Skills RequiredFunctional Skills:

Customer Experience, Consumer Insights, Data Analysis, MF Industry & Process Knowledge, Customer Journey Mapping (Digital & Physical), Project Management, Story-telling through business data

Behavioral Skills: Strong communication & Inter-personal skills

Role Purpose

i) Identify opportunity areas/ need gaps of customers

ii) Ideate, Design & Implement initiatives with concerned stakeholders to address those opportunities

iii) Strengthen the culture of 'Customer First' within the organization

iv) And bring about noteworthy improvement across all key metrics of customer experience

Key AccountabilitiesDriving rigorous customer connect program (Net Promoter System) including:

a) Call centre training & daily management

b) Customer survey management to ensure its regularity

b) Portal design, ehancement & maintenance for feedback capturing & structuring it for business consumption/ actionCustomer insight mining & data analysis:

a) Overlaying different business data points on customer feedback to build holistic picture of the market & cull out opportunity areas

b) Building business case for the identified opportunity areasDesigning & implementing business solutions basis Voice of Customer:

Regularly engage with all concerned business functions, prepare & share field insights/ reports & work on solutions with them for enhancing customer experienceBringing customer angle to all business processes:

a) Regular field interactions with customers to generate ideas

b) Drive customer studies with market research agencies, as per business requirements

c) Support digital transformation journey in the businessStrengthening the culture of Customer-First within the organization:

a) Design & run regular activities to engage all employees on the concept of customer-centricity - such as delight story mailers, best practices within & outside organization, expert talk sessions

b) Execute customer-centricity events in the businessDesigning customer communications for different objectives like customer awarenss, information/ updates & driving contactability campaigns

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Best Regards,

Chitra

9769460342