Deputy Manager - Customer Experience

Role Responsibilities:

1. Act as the advocate for Customer Experience and ensure Customer Centricity across the organization.
2. Drive action plans and work with Business stakeholders to address customer dissatisfaction and complaints.
3. Lead efforts to resolve customer complaints quickly, escalate unresolved issues, and implement corrective actions.
4. Monitor feedback, proactively identify top issues, and initiate projects to improve customer satisfaction.

Key Deliverables:

1. Effective resolution and containment of customer complaints with root cause analysis (8D methodology).
2. Customer complaint trends analyzed and action plans developed to improve satisfaction.
3. Continuous follow-up and improvement of the I2P (Invoice to Payment) process in line with customer expectations.
4. Timely production of Expert Assessment reports, with actions validated and measured for effectiveness.