Group Manager - Customer Experience (CX) About Company : Our client is a Series-C funded, leading consumer fintech brand, with 2Mn + customers in India. Role Overview : - This is a core leadership role in the Customer Experience function. You will be responsible for the NPS and CSAT Score across the organization. - You will have the opportunity to design the system and hire teams to ensure KPIs are met. - By nature, this will be a collaborative role that will require coordination and innovation across departments like product, tech, business and partner banks to help the customers the best we can. Y - You will have to demonstrate experience in execution in start-ups, scale and be excited to solve our most challenging problem - customer satisfaction. Role and Responsibilities : - Hire, train and manage teams of customer experience specialists with domain expertise in customer experience journeys - To be responsible for end-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce queries, complaints - Develop and implement training and quality assurance programs for new hires and experienced employees - Create and implement an analytics strategy for best- in -class service delivery - Encourage problem solving, strategic thinking and customer-orientation amongst the team - Identify customer needs and collaborate with internal team (Product/Tech/Transactions) on a weekly basis to address the VOC - Collaborate with the partner banks and external parties to solve customer issues - Drive CSAT and NPS by working with the customer support team and other teams - Should be involved in product launches from a customer support perspective - Strong leadership and organization skills, High order of communication skills, and high degree of - self-discipline A Note on Work Timings : - We provide 24/7 support to all our customers; you would be required to work from 10 a.m. - 7 p.m. and whenever any business exigencies come up - To ensure Business is running smoothly, you may have to be active on weekends or be in touch with your teams as required Experience/Education Requirements : - Prior experience in customer support with startups will be an advantage - Graduate / Post Graduate Degree - Experience in capacity planning Required Skills and Expertise : - Proven track record of highly professional customer service in a fast paced, dynamic environment - Ability to collect, track, and analyze large amounts of data to make data-driven decisions to form customer strategy - Strong interpersonal skills and experience in building strong relationships - Ability to plan and coordinate activities across many different levels with cross functional teams. - Extremely good at developing and implementing processes - Immediate joining preferred - Demonstrable leadership and change management skills

Bangalore

Group Manager - Customer Experience - FinTech 

Group Manager - Customer Experience - FinTech  ,Job Description for Group Manager - Customer Experience - FinTech  in NextMile Consulting in  Bangalore for (7-13) years of experience. Apply Now!

Job Description for Group Manager - Customer Experience - FinTech  in NextMile Consulting in  Bangalore for (7-13) years of experience. Apply Now!