Key accountabilities : - Work closely with best in the industry technology partners to embed customer journeys & drive org wide NPS methodology - Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal. - Partner with Data Science and Analytics teams to build a CX issue-to-solution reactive and predictive model. - Create specific recommendations and action plans to drive product, people and process improvement strategy across every customer touchpoint - Program Management and process Improvement across the customer experience operations team. - Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization. - Serve as the organizational expert in best practices for CX and partner with research teams on industry benchmarking. - Provide thought leadership on emerging technology to enhance our product and service customer experience. - Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders though data generated from CX tool - Ensuring smooth functioning of the survey campaigns and its various trigger points to capture & measure response - Develop a cross-functional feedback approach that delivers customer insights back into our products and services Qualification & Experience - 8+ years of relevant experience in consulting, Banking, E-commerce, project management, in B2C product/ tech companies - Have a proven track record in the strategy, setup, execution, and management of a scalable CX Program. - Have strong data analytics experience and be customer-obsessed - An understanding of technology and software - Experience dealing with ambiguity and rapidly shifting priorities - Team player and excellent collaborator - Excellent academic record in whichever field, Masters from a premium school/university

Bangalore

Byju's - Lead - CX Program Management 

Byju's - Lead - CX Program Management  ,Job Description for Byju's - Lead - CX Program Management  in Byjus in  Bangalore for (8-9) years of experience. Apply Now!

Job Description for Byju's - Lead - CX Program Management  in Byjus in  Bangalore for (8-9) years of experience. Apply Now!