Assistant Manager/Manager/Senior Manager - Customer Insights & Analytics - BFSI

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.