Summary : Capture and distribute what customers think about the company at different touchpoints to enhance the customer experience. Contribute in creating strategies to deliver a seamless, transparent and frictionless experience through the lifecycle of customers. Key Responsibilities : Plan and Implement VOC - Formalize the process of capturing the voice of customers (VOC); capture VOC and present to senior management /stakeholders for identifying opportunities to deliver an enhanced customer experience - Understand, synthesize and communicate customer experience insights and trends across channels - Collaborate with all functions to integrate and execute the right processes, technology and people to deliver an optimal customer experience - Set-up a monitoring system to keep track of initiatives and actionable - highlight the gaps and impact on customer experience - Bring consistency in communication to HCIN customers - Create an inventory of all terminologies consistently used in HCIN materials - SMS, email, BTL, ATL, Digital and define standard terminologies - Collaborate with all functions and bring consistency in customer communication Inbound call volume - Provide actionable insights from VOC exercise to improve upon the process and share responsibility with other team members to reduce the number of inbound calls Others - Share responsibility for NPS goals - Organize projects and initiatives that will help HCIN employees on the associated benefits /consequences of their decisions on customer experience - Conduct RCAs of customer issues and collaborate with other functions to resolve them Desired Profile : - 6-8 years of prior experience in the field of customer experience, customer engagement or marketing - Strong leadership and communication skills - Excellent written, verbal, and presentation skills - Strong cognitive and critical-thinking skills Who should join? - Well versed in effectively interacting with internal and external customers to identify and process their requirements - Proven ability to interact with stakeholders and ensure the positive customer experience - Demonstrated ability to work effectively across organizational boundaries&nbsp; - Challenge all processes that impact our customers receiving the best possible experience - Excellent written and verbal communication skills - Excellent planning, prioritizing and organizational skills

Delhi NCR

Home Credit - Senior Manager - Customer Experience 

Home Credit - Senior Manager - Customer Experience  ,Job Description for Home Credit - Senior Manager - Customer Experience  in Home Credit India Finance in  Delhi NCR for (6-10) years of experience. Apply Now!

Job Description for Home Credit - Senior Manager - Customer Experience  in Home Credit India Finance in  Delhi NCR for (6-10) years of experience. Apply Now!