InterMiles - Senior Manager - Customer Experience Management

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