InterMiles - Senior Manager - Customer Experience

About the role:

Senior Manager customer experience (CX) is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization's overall customer experience goals. This includes liaising with other departments to ensure all other teams contribute in providing members a seamless experience across touchpoints.

What you will do:

- Develop the vision and strategy for customer experience management

- Work in collaboration with all other business functions to consistently deliver end-to-end customer experience across stages, channels and touchpoints in the customer journey

- Enable a two-way stream with member facing teams - collect feedback from member facing teams to derive meaningful insights for improvements; guide teams to develop and work on delivering a customer-centric focus whether for new or existing members and ensure actions are aligned with the larger CX strategy

- Strong focus on streamlining customer experience delivery processes

- Own, measure and track delivery on identified KPIs and transformation opportunities for customer experience along with driving continuous process improvement culture on customer experience across the organization

- Develop and manage a framework of qualitative and quantitative measures that would allow the team to effectively monitor and evaluate customer satisfaction for all activities and events

- Responsible for active monitoring of member needs and development of ideas and initiatives to ensure those are met

- Ensuring all touch points with members have a clear focus & a functional framework for delivering excellent customer experience

- Proactive identification of solutions to optimize and effectively manage the customer escalation process

Must Haves:

- Minimum 10 years of experience in customer experience management role

- Excellent interpersonal, networking and influencing skills

- Problem solving and analytical skills

- Must know about NPS - Net Promoter Score and should have experience of improving the scores

- Must have managed and shown scaling ability for high velocity operations

- Understanding/keen eye for delighting customers

- Must possess sound business judgement