Lead - Customer Experience - BFSI

Lead - Customer Experience

Job Purpose :

To drive customer centric culture, capture the voice of the customer (NPS and C-SAT) and derive insights to drive improvements.

Responsibilities :

- To gain executive sponsorship to establish CX values and align departments on common customer

- To design and deploy integrated programs that capture feedback along the customer journey by using methodologies like NPS, CSAT etc., identify key satisfaction drivers and use those insights to improve the customer experience

- To ensure timely reporting of monthly NPS score and dashboard to relevant stakeholders to drive NPS target

- To gather holistic views of the customer and share with relevant internal teams to ensure resolution is provided to the customer

- To build programs and drive projects based on NPS insights, that scale quickly and test continuously to drive continuous customer experience improvement

- To instill customer-centric culture by establishing right values, measure and recognize employees showcasing such values across the ranks

- To consult the customer communication team to ensure customer communication is as per defined internal communication guidelines

Specific Authorities( Financial & Non-Financial)

- Authorized to design and change NPS questionnaire in consultation with the business functions

Key Performance Indicators

- NPS score (YOY improvement) > 5 xx points as agreed at start of year

- NPS/VOC issues closure (within timelines) = 100%

- NPS insights closure action (within 60 days) = 100%

Qualifications & Experience :

PGDM or MBA in sales and marketing

10 - 15 years

Functional Competencies

- Customer satisfaction measurement systems like NPS, CSAT etc.

- Project management

- CSAT questionnaire designs and implementation

- Customer journey mapping

Behavioral Competencies :

- Customer Centricity

- Growth through differentiation

- Collaboration

- Building Talent & Teams