Head - Customer Experience - Internet/Online

Role and Responsibilities

- Periodically mapping and managing the customer and Key Account Managers (KAM's) experience journey for bijnis.

- Being a key business partner to the local and regional operations teams for better management of the customer, KAM's and vendor support operations

- Analyzing key metric trends, voice of customer and iterating ways to improve workflow and operational performance, both short-term and long-term.

- Inculcating a CX mindset by collaborating with various departments, such as Sales, Marketing,

- Operations, Compliance, etc. on the customer and KAM's journeys to drive every departments' attention to important CX topics for all verticals and expeditions.

- Conducting user research via customized surveys, focus group discussions, interviews and further analysis to derive qualitative insights on various stages of the customer journey for different business needs.

- Liaising with departments within bijnis to reduce customer touchpoints by resolving common problems using data-driven analysis and processing customer feedback.

- Working with the regional support operations team to ensure premium quality of support offered to the customers and KAM's partners.

- Helping the support teams handle complicated and difficult escalations while empowering them further by removing roadblocks.

- Managing and implementing new technology and tools to improve the team's efficiency in managing the customer and rider experience better.

Requirements :

- At least 10 years of experience in customer experience project delivery roles

- Experience in setting up and managing the delivery of projects at a large scale.

- Experience of transforming the customer experience to a digitally defined and equipped function

- Have successfully worked/led projects on Chatbots, conversations Ais, Voice Bots, Multilingual and NLP capabilities