Manager - Customer Experience - ConsumerTech

About the Company :

- A 11 year old ConsumerTech firm which has launched new products in India (IP).

- Firm has grown to a multi million paid retail subscriber base with deep embedded relations with banks, channel partners, insurTech, retailers, logistics and delivery partners etc

Job Title : Manager Customer Experience (CX)

Function: CX

Location : Mumbai

Role Background: The CX team is a key pillar of the firm and works across all key functions to question, solve and drive high quality standards. The team is known for high quality project executions.

The key role contours:

- Designing scalable processes, workflows and information flows for various customer facing channels.

- Designing processes for operations to improve operational efficiencies, reduce TATs and improve overall customer experience at various touch points.

- Understanding customer needs & expectations through quantitative and qualitative analysis

- Optimizing customer experience through customer friendly processes across various interaction channels

- Driving Service Digitization and subsequently optimizing cost of services

- Interfacing with Business, Product, Technology and Service Operations team to build solutions that improve customer experience

- Responsible for metrics such as NPS, self-serve rate, complaints reduction, cost/TAT of servicing etc.

- Solving current process gaps through intuitive, effective and scalable work flows that transform customer journeys.