Senior Manager - Customer experience

Job Code - 110131

Mandatory Skills - Process Design, Design Thinking, Stakeholder Management, Problem Solving

Desirable Skills - Data Analytics, SQL Queries

Position - Senior Manager I

Job Family - CX Design

About the Role

Senior Manager / Manager - Customer Experience Design

Location: Bangalore, Karnataka

Skills Required: Customer Experience, Problem-Solving, Stakeholder Management, Design Thinking, and Strategizing

Desirable Skills: Data Analytics, Project Management & Stakeholder Management

Job Designation: Senior Manager / Manager CX Design

What are we looking for

The Customer Experience Design & Strategy team at Flipkart is looking for a Senior Manager / Manager to help champion customer experience improvement across the company. This is a high-impact and high-visibility role right at the core of improving customer experience at Flipkart.

What should you have

Besides relevant experience, you should be passionate about customer experience. Being successful in this role will require expertise in business, technical, and operational aspects of eCommerce. You will also need a high degree of comfort with handling multi-stakeholder scenarios, and managing multiple projects at the same time.

• Minimum 6+ years in Quick Commerce industry solving for Customer issues
• Experience leading complex projects across multiple teams
• Comfortable with data analysis

About the team

The Customer Experience Design & Strategy team at Flipkart looks at the various Customer support metrics and builds solutions to optimize the experience metrics such as CSAT, NPS, etc., while guard railing Contact centre costs.

The team champions innovative and disruptive programs across the organization that can create disruptively improving customer experience on the platform and ensuring customer delight

You are Responsible for:

You will be the voice of the customer for the design, strategy, and execution of customer experience for any of the Business / Journeys

Help develop policies, processes, systems and partnerships across the company to enable partner teams to improve customer experience.

Share data, insights, and best practices from within the company and outside to constantly help improve customer experience.

Create BRDs, SOPs, etc., and interact with various teams to implement enhancements

Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified.

Drive experience and associated metrics improvements from the forefront and create a model of continuous improvement with an ability to bring in tactical fixes alongside driving strategic roadmaps

To succeed in this role you should have the following:

Your profile makes us believe that you are an innovative resource with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.

You can support developing and presenting business cases to all levels of the organization to get their buy-in.

You have a demonstrated record of delivering superior results.

You are comfortable interacting with cross-disciplinary technical and non-technical teams.

Strong organizational and multitasking skills to help you easily balance competing priorities.

You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).