Senior Manager Talent Acquisition at Byjus
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Byju's - Program Manager (4-8 yrs)
Key Responsibilities :
- 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 :
- Relevant experience in consulting, Banking, eCommerce, 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
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