Head Customer Experience  With one of the Consumer Solutions Company in India.  The client provides protection and insurance cover against financial products, travel, mobile handsets, gadgets, etc against loss, theft and fraud. They provide consumers the convenience of reaching out to one place, assisting them with products, services and secure solutions managing customer experience and helping make their lives easier. Huge sourcing of business happens online/ on the digital platform.   Location: Mumbai  Description: One of the Consumer Solutions Company is seeking for a Customer Experience Head.  Role   Customer Experience Head overseeing all aspects of customer service, customer experience at all the touch points along with improving the NPS. The role reports to the COO.   Key Responsibilities  To design, develop, deploy, evolve and manage customer experience, performance management systems for the organization.  To scale up the entire process of customer service and experience for the humongous growing customer base at a larger scale.  To identify and implement measures to maximize customer satisfaction levels and improve the C-Sat and NPS scores.  To lead Operations and enhance customer experience through the various touch points like Inbound, Outbound, Email and Chats and scale up the processes.  To create strong capability in email/ chat/web/mobile, to enable complete self-service so that dependency on calls is reduced.  To collaborate with the Outsource partners, Cross functional teams, other Service Providers & other stakeholders to continuously improve the Customer Experience  To ensure continuous interaction with the customer to make sure that area of concern can be worked upon for improved experience. To develop and leverage insights through integrated e commerce and CRM programs.  The Candidate  - 12- 20 years of experience   - Strong capabilities in the Operations domain with extensive experience in the Customer Service and Customer Experience  - Excellent communication skills  - Good team leading and team handling capabilities   - Ability to scale up operations of the company

Mumbai

Head - Customer Experience - Consumer Solutions 

Head - Customer Experience - Consumer Solutions  ,Job Description for Head - Customer Experience - Consumer Solutions  in Altor Executive Search in  Mumbai for (12-20) years of experience. Apply Now!

Job Description for Head - Customer Experience - Consumer Solutions  in Altor Executive Search in  Mumbai for (12-20) years of experience. Apply Now!