Chief Manager - Customer Experience & NPS (Chennai)

Key Responsibilities

• Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.
• This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.
• Individual will own the NPS study and drive recommendations to improve the customer experience across the organization
• Works closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experience
• Frequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch points
• Liase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancement
• Lead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externally
• Map customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solution
• Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence
• Ensure adherence to service & quality benchmarks and provide a best-in-class service experience for customers

Qualifications - Post-Graduation/MBA or equivalent

Experience - 10+ years proven experience in Customer Experience Excellence, NPS or data analysis preferred, with Knowledge of BFSI industry.

Functional Competencies-

• Be a subject matter expert in NPS, customer experience, customer engagement, understanding of consumer behavior
• Must have in-depth knowledge of and passion for customer satisfaction / NPS data and insights
• The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction are key
• Proactively identify potential customer issues and drive mitigation measures
• Ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction
• Proven track record in customer experience and NPS management