Senior Human Resource Specialist at Intermiles
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InterMiles - Senior Manager - Customer Experience Management (10-12 yrs)
Job Description :
- 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
Qualifications :
- 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
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