Job Description

Lead Specialist - Process Excellence-8years+-Bangalore
Summary -
We are looking for a seasoned Process Excellence professional to lead and optimize Customer Satisfaction (CSAT) and feedback management processes. This role will focus on driving customer insights through data, improving satisfaction metrics, and ensuring best-in-class execution of survey and feedback mechanisms across the organization.
Location -
Bangalore
Your Future Employer -
A reputed global organization focused on delivering superior customer experience through data-driven insights, operational excellence, and continuous process improvement.
Responsibilities - * Design, implement, and manage end-to-end Customer Satisfaction (CSAT) and feedback processes.

• Create, administer, and optimize surveys using tools such as Qualtrics, SurveyMonkey, or similar platforms.
• Analyze customer feedback to identify trends, pain points, and improvement opportunities.
• Develop dashboards and reports to track CSAT, NPS, and key performance indicators (KPIs).
• Collaborate with cross-functional teams including operations, marketing, and product to align CX initiatives with business goals.

Requirements - * Over 8 years of overall industry experience, with 3-5 years in customer experience, analytics, operations reporting, or market research.

• Proven experience managing CSAT/NPS programs and translating feedback into actionable insights.
• Strong understanding of survey methodologies, Likert scales, branching logic, and bias mitigation.
• Hands-on experience with survey platforms like Qualtrics, SurveyMonkey, or equivalent tools.
• Strong analytical skills with proficiency in Excel and exposure to Power BI or Tableau.

What is in it for you -
This role offers the opportunity to work closely with business leaders, influence customer experience strategy, and drive measurable improvements in satisfaction and loyalty within a dynamic and fast-paced environment.
Reach us -
If you think this role is aligned with your career, kindly write me an email along with your updated CV on shubhi.kumar@crescendogroup.in for a confidential discussion on the role.
Disclaimer -
Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Note -
We receive a large number of applications daily, making it difficult to respond to each candidate individually. Please assume your profile has not been shortlisted if you do not hear from us within one week. Your patience is highly appreciated.
Scammers can misuse Crescendo Global's name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at and report fraud immediately. Stay alert!
Profile Keywords -
Crescendo Global, Jobs in Bangalore, Process Excellence Jobs, CSAT Jobs, Customer Experience Jobs, NPS Jobs, Survey Analytics Jobs, Qualtrics Jobs, SurveyMonkey Jobs, Business Process Improvement Jobs

Skills Required