Objective
Focus on strategies that include maximizing customer experience, developing and enhancing relationships and teamwork. Works with department leaders to evaluate and help implement department-specific improvement strategies.
Key Responsibilities
- Work on areas to ensure that clients are able to reach out to HCIN via the channel of their choice, as well as make sure that the HCIN can also communicate with the client in a similar manner.
- Foster better collaboration across business units to standardize approach of treating customers and improve the total customer experience.
- Audit HCIN interactions with customers and locate gaps between customer expectation and actual experience
- Ensure customer communication across all touchpoints is uniform and consistent.
- Identify policy, processes, and interaction opportunities to drive meaningful improvements to issue resolution and reductions of customer time and effort
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
- Help to create strategies for building a sustainable customer-centric mind-set across the organization and have the senior management team on board with the customer experience vision.
- Collate and analyze customer expressions of dissatisfaction and complaints, mystery shopping feedbacks, Net Promoter Score (NPS) feedback etc. and ensure that NPS increases across the organization (customers and merchants) over time
- Deliver HCIN Customer Experience workshops for new joiners and for existing employees at defined frequency
Need to Have Areas
- Passion for customer experience
- Proven ability to challenge the status quo
- Able to analyze customer metrics, including Net Promoter Score
- Proven experience in customer experience management
