Head - Customer Experience - Conglomerate

- Our client is an Indian Conglomerate based out of Mumbai. They are looking to hire a leader to head the Customer Experience vertical across their B2B & B2C business.

- Continuous strengthening of the group customer centricity governance mechanism supported by Digital, Capability, Community & analytic enablers

- Senior stake holder mgmt. Work with senior leaders to set up & steer Self-appraisal governance leaders council (GLC) meetings bi-annually

- Work with business leaders & MH champions/practitioners to integrate recommendations from GLC to amplify customer experience & impact business positively.

- Be a key partner with businesses to enable better decision making.

- Closely work with business teams to provide continuous direction & support to act on improvement areas (integrate recommendations, share best practices & track re-engineered framework)

- Formulate a methodology to conduct Mission Happiness process excellence reviews across businesses to ensure course correction, cross pollination of best practices & assess Mission Happiness Health across group businesses.

- Work with business teams to formulate CXO reports (process excellence review findings) to showcase improvement areas identified, potential impact & recommendation

- Ensure continuous monitoring of defined MH KPI's, related projects deliverables, timelines & key milestone achieved.

- Chairman reporting - Appraise the Chairman & stakeholder bi-annually on Mission Happiness KPI progress across the group businesses along with competition benchmark.

- Develop a powerful / aspirational reward & recognition structure to reward & recognize businesses who have taken Mission Happiness to newer heights (in terms of customer delight, higher business impact, etc.)

- Accountable for making and managing annual plans with the objective of providing broad insights/trends applicable for maximum audiences or bringing synergies across businesses