Job Description

Customer Experience Manager role For leading organization

From 5 to 10 year(s) of experience
9 Not Disclosed by Recruiter


Mumbai




or

Roles and Responsibilities Leading the Customer Experience and Service Delivery team and managing journey design across channels, customer insights, customer touch point creation across customer lifecycle and NPS implementation across business, lead key process re-engineering initiatives and provide oversight on the key quality metrics. Evaluate and monitor every customer facing process and set the gold standard for customer experience. Responsible to develop & deploy Customer Strategy in line with the Business Strategy. Responsible to create the right technological platforms, processes, and delivery mechanisms to ensure that the Service Standards are defined and delivered across multiple touch points. Manage Service Automation, Innovation, Benchmarking, Cost of Delivery, Range of Access Point & Customer Convenience- with the objective of increasing Customer Persistency, Loyalty and Relationship. Drive high energy cross functional internal & external stakeholder teams championing process improvement of varying complexities in digital space. Other responsibilities are: 1. End to end ownership for mapping, implementation and roll out for customer journey across the organization. 2. Run design thinking sessions, review current customer journeys in place, re-define the same to design industry leading \xe2\x80\x9cBest In Class\xe2\x80\x9d journeys. 3. Understand the key interactions in the customer lifecycle and drive relevant changes through the use of technology and data driven insights. 4. Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoints. 5. Coordinate with cross functional teams to ensure effective implementation and roll out of initiatives. 6. Manage core team of representation from technology, business, data analytics, operations which will work jointly to implement the customer journeys. 7. Jointly responsible for business outcomes for the selected Customer Journey and managing KPIs such Turn Around Time, NFTR %, Customer Experience Index etc. 8. Drive the development of a reporting/meetings framework and tracking of the KPIs 9. Work closely with the relevant Business Heads to deliver end state Customer Journeys with the desired Business outcomes.

Role:Other Salary: Not Disclosed by Recruiter Industry:Investment Banking / Venture Capital / Private Equity Department:Other Role Category:Other Employment Type:Full Time, Permanent

Key Skills
Digital transformationCXTImplementationCustomer Journeycustomer experience
Education UG:B.Tech/B.E. in Any Specialization

Company Profile

SKILLVENTORY
A Leading RPO.





Recruiter Name:Siddharth Bhopte Contact Company:SKILLVENTORY Telephone:+91-XXXXXXXXXX