Principal Consultant at Antal
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Head - Customer Experience - Conglomerate (12-15 yrs)
- 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
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