- Guardrail customer experience through customer centric decision making, policies and processes
- Demonstrate good understanding of business objectives, align effort and get buy-in from stakeholders to propagate a customer-centric culture within the teams
- Be on top of the changing and varied customer needs
- Ownership of Key CX Metrics like NPS | CTU | IPU | Resolution | Satisfaction, etc
- Drive critical org wide OKRs for specific journey nodes which have a direct bearing on the Customer experience outcomes
- Collaborate with multiple cross functional teams within the org, manage diverse efforts, leverage the teams for synergies and delivering great customer outcomes
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