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FILING INFORMATION |
Position | Asst. Manager - Customer Experience (NPS) |
Department | Express Business, Customer Service |
Location | Mumbai |
Band | 3 | Reporting To | DGM - Customer Experience |
ROLES & RESPONSIBILITIES |
Key responsibilities | Measure impact of business initiatives including loyalty programs, promotions, marketing campaigns, etc. on the customer base. Analyze effectiveness of CRM campaigns and retention programs across online and offline channels for data-led optimization. Publish regular insights reports to measure and track KPIs against benchmarks. Develop modeling frameworks that analyze behavior trends and campaign performance. Lead analytics presentations to business stakeholders. Partner with IT and vendors to manage and maintain data quality and provide recommendations on data architecture. Create customer performance dashboards and present RCA of performance metrics, per customer, that are failing for service intervention Leverage CX data to identify opportunities to improve customer service and customer experience.
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QUALIFICATIONS & COMPETENCIES |
| Bachelor's degree or post graduate (MBA preferred) and equivalent work experience in a related field. 5+ years leading customer analytics at a company with a significant omni-channel presence. Strong data visualization experience (Tableau, PowerBI, DataStudio, Looker) Strong experience with data gathering and analysis (SQL, R, Python) Experience working with web analytics data (Google / Adobe Analytics)
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