Customer Experience Lead- 99acres.com (InfoEdge India Ltd)

About 99acres.com:

Launched by Info Edge India Ltd. in September 2005, 99acres.com is a gateway to one of the fastest growing property markets of the world, an information 'exchange' for buying, renting and selling of all types of residential and commercial properties anywhere in India. The website enables easy access to a huge property bank and allows direct connect with brokers/builders in cities as well as remote parts of the country. The platform caters to buyers, tenants, owners, builders and brokers.

Job Objective :

This role with enable the 999acres leadership team to uncover issues and drive improvements at all customer touch points effectively for the end user.

Job Description:

- Create roadmaps for functional teams and drive the customer experience agenda across the business using these insights

- Drive continuous improvement projects by streamlining existing sales, technology and operations processes and align objectives where needed

- Identify process issues leading to poor customer experience and find systematic fixes for these

- Strongly influence Scope out functional requirements for the product development/UX/engineering/operations teams to improve customer experience. Help scope out requirements with them for any projects directly related to customer experience.

Required Skills :

- Sound business judgment with an ability to prioritize and multitask

- Demonstrated capability to manage or work effectively with large layered teams to drive projects

- Must be highly customer oriented wearing the customer hat at all times, with an eye for customer insights

- Analytical and data driven: the person has to add value more from an insights/interpretation/opportunities perspective.

Desired Skills :

- Prior experience of handling customer experience issues, customer lifecycle management and process automation projects in a consumer internet company is preferred.

- Full time MBA from Tier 1 B-School

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