Job/Soft skill training

Health insurance

Office cab/shuttle

Cafeteria

Free meal

Professional degree assistance

Child care facility

International/On-site exposure

Office gym

Joining bonus

Course reimbursements

Annual health checkup

Annual leaves

Paternity leaves

Mental health wellbeing

Life insurance

Gifts on festivals

Gym membership

Car lease

Career break/Sabbatical

Retirement benefits

Maternity leaves

InterGlobe Aviation Reviews by Employees

Customer Service Executive

Security Officer

Senior Executive

Security Executive

Customer Service Officer

Assistant Manager

Cabin Attendant

Cabin Crew

Airport Ground Staff

Executive

Ground Staff

Senior Cabin Attendant

Senior Customer Service Executive

Senior Security Executive

Lead Cabin Attendant

Aircraft Maintenance Technician

Executive Security Officer

Aocs

Aircraft Maintenance Engineer

Flight Attendant

Manager

Customer Service Associate

Cabin Crew Incharge

Technical Officer

Executive Officer

Process Associate

Junior Technical Officer

Cargo Officer

Finance Executive

Operations Executive

Cargo Executive

Flight Manager

Customer Care Executive

Officer

Associate Technician

Senior Manager

Senior Aircraft Maintenance Technician

Security Manager

Assistant Manager Security

Security Supervisor

Senior Cabin Crew

Desktop Support Engineer

IT Executive

Data Analyst

Aircraft Technician

Supervisor

Associate Engineer

Senior Technician

Assistant Manager Operations

Assistant Technical Officer

Cargo Operations Executive

Associate Director

Senior Executive Operations

Administration Executive

Airport Manager

Technician

Cabin Crew Lead

Inflight Manager

Customer Service Agent

Customer Service Manager

Junior Technician

Associate

Lead Flight Attendant

Senior Executive - Finance

Ramp Officer

Analyst

Driver

Operations Manager

HR Executive

Airport Operations Executive

Cargo Operations Officer

Ramp Customer Service Executive

Loader Operator

Assistant Sales Manager

Project Manager

Security

Computer Operator

Assistant Manager Customer Service

Customer Service Professional

Data Entry Operator

Senior IT Executive

Engineer

Customer Relation Executive

Catering Executive

Catering Officer

AIR Ticketing Executive

CAR Driver

Inflight Executive

Aviation Security Officer

Ticketing Executive

Nurse

Ramp Supervisor

Skipper

Position Title - Associate Director - CX and NPS Reporting to - Director - Customer Experience Training Location - Gurgaon (Work from Office, Mandatory, All 5 days) Qualification & Experience 1. Minimum 15+ years of experience ideally in a service organization in driving CX & NPS in large organization of repute known for their Customer Service / Customer Experience 2. Graduate in any discipline , Master's / Certification in CX related field preferred Role & Responsibilities NPS Strategy And Execution NPS : Relational NPS between CT and OTA/competitors across major parameters like booking, price, refund, call center experience etc. - Implement NPS across all LOBs and Channels Drivers of NPS : Identify key drivers of NPS and quantification of impact of every driver NPS deep-dives : Repeat customer experience Data Analytics and reporting - Model data in order to create reporting dashboards for business process - Management and data mining. - You will be closely working with the other CX (Customer experience) teams like design, call center, AFF and business/product teams to enable data driven decision making business/product teams to enable data driven decision making. - Execute quantitative analysis that translates data into actionable insights. Cross functional collaboration - Drive data driven decision making through the stakeholders. - Influence new opportunities for business based on internal/ external data. - Drive the team to adopt new and innovative ways of solving business problems Customer Journey Mapping - Lead efforts to map and optimize the end-to-end customer journey. - Identify pain points and opportunities to enhance customer satisfaction at each touchpoint. - Implement changes to streamline processes and improve customer interactions. Voice of Customer programs - Design and manage VoC programs to capture customer feedback through various channels (surveys, interviews, reviews). - Translate customer feedback into actionable insights and drive improvements. - Possess a keen customer centric approach to develop strategies to improve customer satisfaction and loyalty through better service, faster response times, and increased transparency - Continuously strive towards operational excellence with an eye on increasing customer service Team Leadership - Grooming, coaching and mentoring the DR's - Drive employee engagement - Regularly assess training needs to fill performance gaps. - Providing feedback on an employee's performance, helping to develop an employee's skills where needed, and addressing performance problems - Satisfaction and managing customer complaints

Gurgaon/Gurugram

IndiGo Airlines -  Associate Director - Customer Experience & NPS 

Job Description for IndiGo Airlines -  Associate Director - Customer Experience & NPS  in IndiGo (InterGlobe Aviation Ltd) in  Gurgaon/Gurugram for (15-20) years of experience. Apply Now!

IndiGo Airlines -  Associate Director - Customer Experience & NPS  | iimjobs.com