Chief Manager - Customer Experience - NBFC - IIM/ISB/FMS/MDI

Our client is leading Non Banking Financial Service provider, looking to hire Chief Manager to lead Customer Experience function based in Chennai.

Purpose of the role :

- Design customer interaction to deliver experiences based on the brand's promise

- Deliver consistent and similar experience across all touch points

- Customer communication for new products or services are aligned across channels

- Deliver higher NPS/tNPS on with new products/services on digital channels

Key Responsibilities :

- Responsible for the End to End customer experience and processes related to the new products or services

- 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

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

- 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

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

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

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

- Identify potential improvements based on consumer research & market data analysis

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

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

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

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

Desired Profile :

- MBA - Tier I/II B - School

- 8-10 years of prior experience in the field of customer experience, customer engagement or marketing

- Well versed in effectively interacting with internal and external customers to identify and process their requirements

- Proven ability to interact with stakeholders and ensure positive customer experience

- Demonstrated ability to work effectively across organizational boundaries

- Good communication Skills (Verbal & Written) / Report writing