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HR at Jubilant HR Consultants
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Assistant Manager/Manager/Senior Manager - Customer Insights & Analytics - BFSI (1-6 yrs)
Our Client is a well established Life Insurance Company. The company is part of India's leading diversified financial services organization.
Role: Assistant Manager/Manager/Senior Manager- Customer Insights and Analytics.
Reporting to: Head- Customer Experience.
Purpose: To derive insights by analyzing customer feedback and collaborate with internal teams to successfully deliver projects and improve customer experience.
Key Responsibilities:
- To understand the customer feedback and map it with internal data to identify trends and provide insights to the stakeholders.
- To prepare and report monthly NPS score and dashboard to relevant stakeholders to drive NPS target.
- To undertake and work closely with business functions on specific projects to ensure continuous improvement in processes resulting in improved customer experience.
- To consult customer communication team for new customer experience projects and revise existing communication basis NPS insights.
- To facilitate and drive specific Customer Experience initiatives like CX champs.
Functional Competencies:
- Proficiency in use of tools like NPS, C-SAT, etc.
- Previous experience in handling customer operations in B2C environment.
- Program and project management.
Behavioral Competencies:
- Collaboration.
- Customer centricity
- Execution excellence
Education and Experience :
- PGDM/MBA in marketing.
- 1-6 years.
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