Senior Manager - Customer Experience

To facilitate data driven decisions in the form of Projects, through analysis. Ensuring better Customer Experience and maintaining LTP Values driven by Generali at all times.

Key responsibilities

Managerial and functional responsibilities

• Support GHO and Regional teams on Revamping of NPS Survey content, Questionnaire, Emailers, Texts, Creatives
• Data Analysis Facilitate data driven decisions for Sr. Mgnt towards holistic improvement of Customer Experience
• Devise key strategies to arrest current RNPS trends. Plan sub-projects to address and improve. Monitor the results closely QOQ.
• Design, plan and execute cost effective Customer Engagements Programs across all cohorts in collaboration with Marketing.
• Present key findings of customer behavior patterns and suggest correct steps ensuring the LTP value is the driving enabler.
• Drive key actionable from the CX Council as smaller projects and ensure they are on track.
• Design, Plan and Execute Customer Segmentation Project in various cohorts of ticket size.
• Monitor and report project statuses with key stakeholders and Sr. Management.

Functional and Behavioral requirements

Analytical skills, Sr. Management Presentations, Customer Centricity, experience in driving key strategic and functional initiatives of the organization.