Job description :

Role: Manager Customer Experience

Department: Customer Experience

Location: Mumbai

Responsibilities:

- Responsible for mapping the end-to-end customer journey that illustrate the steps that the customers go through in engaging with the company, across personas, cannels and platforms and thereby facilitating the organization to identify and understand the customers actions, motivations, queries and barriers across the journey with the objective of :

- Analyze factors which impact customer loyalty scores and identify opportunities

- Manage the feedback management system in the organization to measure, act and improve the customer experience

- Design structured conversations with customers at various points of experience to measure performance as well as perceptions to derive actionable insights and expectations

- Data analysis and presentation through periodical presentations and reports

- Improving the customer experience on all critical touchpoints

- Identify break points in the customer journeys (online and offline)

- Design seamless and effortless fixes in customer journey

- Shape customer experience and help define the architecture of customer experience management

Key Result Areas:

- Cross functional and inter departmental coordination to achieve an increase in the organizational NPS as per the organisational goals

- Identify break points in the customer journeys (online and offline)

- Data analysis and presentation through periodical presentations and reports

- Review communications to rationalize and simplify communications

- Shape customer experience along chosen customer journeys by defining the purpose and architecture of customer experience management

- Work with the core group (cross functional team) to work on the identified areas to define key milestones and aid in the review of the progress

- Extend the CX framework across products and channels and facilitate deployment of strategic initiatives

- Relationship management with stakeholders and business partners

Qualifications :

- MBA/ Postgraduate with experience in managing the online and offline journeys in the B2C.

Years of experience :

- Total experience of 6-8 years with at least 3-4 years in Insurance operations.