Byju's - Lead - Strategy & Operations - Student Experience

Lead - Strategy & Operations - Student Experience

Key Responsibilities:

- Own the customer experience strategy for a large business unit of BYJU'S

- Responsible for creating a stellar and successful experience for customers, ensuring that each touch point of the customer journey is effective and engaging as well.

- Tracking the brand and business metrics periodically to identify impact of interventions and suggest corrective actions.

- Enhance organizational understanding of different customer segments, their needs, behaviors & attitude. Provide strategic inputs for product development, service offering and pricing etc. to ensure the right customer value proposition.

- Monitor, Evaluate & Improve Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention, NPS etc.

- Pilot and own 'Customer First' cross-functional initiatives that improve end-to-end customer experience.

- Enable the use of customer data and CX design principles to support business decisions.

- Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations!

- Identify pain points, delight deprivers and delight drivers.

- Undertake competitive benchmarking reports from industry to generate insights on the customer needs and behaviour and share the same with the business teams.

- Have the ability to understand and build delivery platforms for the end user from an experience standpoint.

Candidate Profile:

- Minimum 8-15 years of experience in Consulting, Ecommerce, Ed-tech, Analytics division etc.

- Graduate/PG degree from Tier I College/ University

- Should have a proven track record in improving customer experience and customer life cycle chain.

- Should possess good interpersonal and team management skills