Role and responsibilities:  1. To build and execute at all levels and all formats a CXX measure tool  2. To put in place a viable and time bound process for enhancing customer experience processes and delivery  3. To design end to end "usage and trigger based" communication system through SMS, email, Web, etc.  4. To work with agent DNA and Culture build up for a Seva centric organisation and instilling in the core values of the group on Service Delivery at every touchpoint  5. Monitor and improvement of CXX Scores  6. Process alignment and change recommendations  7. Audit of critical journeys  8. Mapping Pain in critical journeys  9. VOC report to be published fortnightly to business and RCA on social cases  10. Set up measurement automation methodology across new touch points eg: app, web, especially in Omni channel

Mumbai

Future Group - Head - Customer Excellence 

Future Group - Head - Customer Excellence  ,Job Description for Future Group - Head - Customer Excellence  in Pioneer in Retail Sector in  Mumbai for (10-12) years of experience. Apply Now!

Job Description for Future Group - Head - Customer Excellence  in Pioneer in Retail Sector in  Mumbai for (10-12) years of experience. Apply Now!