HEAD - NET PROMOTER SCORE, CUSTOMER SUCCESS &amp; OPERATIONS - AS HEAD - NET PROMOTER SCORE, CUSTOMER SUCCESS &amp; OPERATIONS you need to provide leadership in ensuring all our practices and processes are improved continuously by keeping the customer at the center. - The person will be responsible to drive Net Promoter Score from Customers by providing thought leadership, prioritizing initiatives, aligning different functions, providing analytical and execution support and directly managing fulfillment (operations), delight (support), quality, and process transformation functions. Key responsibilities in this role will include: - Oversee strategy, planning, and execution for achieving the organization's NPS goals - End-to-end accountability for NPS by working across functions (support, sales, finance, product, tech, etc.) - Debate the current processes and products and guide the organization to what is ideally acceptable to customers within the scope of the product definition - Provide strategic direction and leadership to the customer delight (support), fulfillment (operations), quality, and process transformation functions - Understand customer lifecycle, personas, and drivers - ensure proper listening points &amp; standardize interventions for each journey point, identify strategies for continuous quality &amp; process improvement based on various customer segments - Use data-based decision making to streamline &amp; improve processes across the organization for optimal customer experience across the customer journey - Be the proponent of customer success across the company: identify opportunities and drive cross-functional programs to improve customer experience - defining roles &amp; responsibilities, outcomes, etc. - Manage to budget for the function, ensuring an objective balance between NPS and cost of operations - Be in the know of the latest industry developments, CX best practices, and tools, and recommend strategies for continuous improvement - Analyse the business goals, drive forecasting of customer touchpoint volumes, and work with workforce management to always have the optimum capacity to be within the SLAs Must-Have Skills: - 14-20 years of experience - Strong experience in operational excellence, customer success, customer research and analytics techniques, process improvement/quality assurance - Proven ability to take customer experience to the next level by undertaking cross-functional initiatives and well established collaborative approach - Led quality improvement &amp; process transformation teams of 20+ and/or managed service delivery teams of 200+ FTEs - Highly analytical and data-centric - Strong stakeholder management and communication skills - Experience in process improvement, design thinking framework like Six Sigma, Lean deployment in projects, and delivered outcomes - Open to relocate to Any of the locations where we need you. Good to have: - Experience in FinTech / Technology organizations - Experience in outsourcing - Experience in a startup ecosystem or a product/Technology driven organization

Bangalore

Delhi NCR

Mumbai

Head - Net Promoter Score/Customer Success & Operations - FinTech/Technology Business 

Head - Net Promoter Score/Customer Success & Operations - FinTech/Technology Business  ,Job Description for Head - Net Promoter Score/Customer Success & Operations - FinTech/Technology Business  in Hunterz Research Pvt. Ltd. in  Bangalore Delhi NCR Mumbai for (14-20) years of experience. Apply Now!

Job Description for Head - Net Promoter Score/Customer Success & Operations - FinTech/Technology Business  in Hunterz Research Pvt. Ltd. in  Bangalore Delhi NCR Mumbai for (14-20) years of experience. Apply Now!