Kotak Life Insurance - Customer Experience Manager - Marketing

OBJECTIVE OF THE ROLE :

- To help the organisation design, measure & improve customer experience by providing progressive customer centric solutions backed with analytics & insights.

KEY RESPONSIBILITIES :

NPS system Management :

- Managing customer and distributor NPS programs

- Create & roll out survey questionnaire basis the projects brief

- Aligning data and marketing insights across the organisation

- Work with cross functional teams to drive inner as well as outer loop to improve NPS

- Sharing meaningful insight from quantitative and qualitative data

- Producing thought leadership to improve NPS

- Creating internal & external communication to drive NPS campaign

Online Relationship Management & PR/Corporate Communication support :

- Tracking customer conversations online & improve Brand's response time

- Use the findings improve customer experience and help build brand on digital

- Liaising with Group PR & CorpComm team to increase our share of voice in media

Business and competitive intelligence :

- Keep a track of business movement and impact created by CX & PR interventions

- Ensure continuous flow of information on Competitive Activities on CX and ORM

Budget and spends :

- To be custodian of budgets and spends for CX, ORM, customer research and PR