Key Responsibilities
- Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.
- This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.
- Individual will own the NPS study and drive recommendations to improve the customer experience across the organization
- Works closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experience
- Frequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch points
- Liase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancement
- Lead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externally
- Map customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solution
- Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence
- Ensure adherence to service & quality benchmarks and provide a best-in-class service experience for customers
Qualifications -Post-Graduation/MBA or equivalent
Experience -10+ years proven experience in Customer Experience Excellence, NPS or data analysis preferred, with Knowledge of BFSI industry.
Functional Competencies-
- Be a subject matter expert in NPS, customer experience, customer engagement, understanding of consumer behavior
- Must have in-depth knowledge of and passion for customer satisfaction / NPS data and insights
- The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction are key
- Proactively identify potential customer issues and drive mitigation measures
- Ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction
- Proven track record in customer experience and NPS management
