Program Manager

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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