Head - Customer Escalations - Social Media & NPS - BFSI

Position : Head of Customer Escalations, Social Media & NPS

Reporting to : Head of customer service

Level / Grade : VP (M7/M8)

Location : Thane

Position Summary :

We are looking for a self-driven individual who is equally passionate for customer satisfaction & digital adoption. Right candidate possesses the to-do attitude and out of the box imagination and lean on cutting edge technology solutions to solve customer issues. You will own strategy, focus on escalation prevention, planning, implementation and complaint elimination initiatives resulting in customer delight on every experience. Through cross functional coordination, you will strengthen customer delight and NPS. You will focus on detractor analysis and predictive analysis around complaints to eliminate the root cause.

Responsibilities :

- Lead design, execution and goal setting of the Net Promoter Score (NPS) program for the organization, internally and externally.

- Use various forms of communication, focus on SLA parameters, TAT delivery.

- Own goal setting, monitoring and measurement, including regular communication and presentations to senior leadership on CSAT performance across departments.

- Own customer experience council along with Service Quality leaders to eliminate key drivers of complaints.

- Maps customer-related processes and identify process gaps. Do RCA of entire value change and customer issues, and provide a sustainable solution.

- Be VOC of the customer in the organization by engaging proactively Head Service Quality

- Be VOC of the customer in the organization by engaging proactively with departments across the organization on a regular basis

- The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction

Preferred Education Background

- Bachelor's degree (Must) with 8-12 years of work experience

- 3-5 years proven experience in Customer Experience Excellence or data analysis preferred with Knowledge of BFSI, specifically the Securities market.