Chief Manager - Customer Experience - BFS

1. Responsible for the End to End customer experience and processes related to the new products or services offered.

2. Work with App team and ensure every touchpoint within the customer's interaction is designed to deliver experiences based on the brand's promise ensure

3. Support key promotion launches by designing the customer communication and service process flow

4. Create VOC mechanism in support with other stakeholders and be responsible for the Net Promoter Score (NPS)/Transactional Net Promotor Score (tNPS) of the new products or services

5. Drive customer experience improvement initiatives by diving deep in Voice of customer & via customer journey mapping

6. Work with other teams and provide support to set up the entire customer service processes

7. Collaborate with teams across Product, Marketing Communication, CRM and Online to deliver similar experience across all touch points

8. Identify potential improvements based on consumer research & market data analysis

9. Maintain effective stakeholder relationship to drive customer centric initiatives involving various customer journey touch points leading to higher NPS and CSAT

10. Enhance App experience to ensure higher conversion at platform with continuous benchmarking of customers' sentiments and improvement of platform experience to enhance repeat buyers

11. Support to deliver best in class User Experience, removing pain areas and working towards seamless experience of customers

12. Enable CRM Tech/software implementation from business side and help design programs to increase customer stickiness