Head - Customer Experience - Consulting Firm

Head - Customer Experience

Roles and Responsibilities :

- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

- Enabling a two-way stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

- Encourage problem-solving, strategic thinking and customer-orientation amongst the team

- Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

- Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

- Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience

- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process

- Create and implement an analytics strategy for best in class service delivery.

- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.

- Tracking customer experiences across online and offline channels, devices, and touchpoints.

- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.

- Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.

- Identifying customer needs and taking proactive steps to maintain positive experiences.

- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.

Experience : 10+ years of overall experience inclusive of Consulting, Strategy and Customer Experience in a Consumer focused business.

Education : B.E./B.Tech and MBA from Premier Institutes