Lead - Customer Experience & Net Promoter Score Domain - Airline/Service Firm

Description:

Position: Lead Customer Experience (CX) & NPS

Location: Gurugram, Haryana

Experience: 6+ years in Customer Experience / NPS roles

Qualification: Bachelors / Masters / MBA in Business, Hospitality, or related field

About The Role:

Were looking for a dynamic professional to lead the Customer Experience (CX) and Net Promoter Score (NPS)program.

The role focuses on driving data-based insights, improving customer satisfaction, and fostering loyalty through effective customer feedback and analytics.

Key Responsibilities:

Customer Experience & NPS Management:

- Lead the design, implementation, and analysis of CX and NPS programs.

- Drive customer sentiment analysis to identify opportunities for improvement.

- Prepare detailed MIS reports highlighting insights, challenges, and action plans.

- Collaborate with cross-functional teams (Commercial, IFS, Ground Handling) to improve customer touchpoints.

- Segment customers based on NPS data to develop targeted CX strategies.

- Select and implement analytical tools to evaluate and report on customer data.

- Stay updated on industry trends and best practices in CX and NPS.

Team Leadership:

- Supervise and guide the customer service team.

- Conduct team meetings, provide feedback, and foster collaboration.

- Implement training programs to enhance CX and analytical skills.

Skills & Attributes:

- Strong analytical and data interpretation skills

- Strategic foresight and problem-solving ability

- Cross-functional collaboration and coordination skills

- Customer-centric mindset and digital orientation

Key Performance Indicators (KPIs):

- Improvement in NPS (Net Promoter Score)

- Reduction in customer complaints

- Accuracy of analytics and data reporting

Ideal Candidate:

- 6+ years of experience in large-scale customer experience or NPS-driven teams

- Prior exposure to CX strategy, analytics, and process enhancement

- Experience within the airline or service industry will be an added