Customer Experience Manager - Study customer's needs and create customer experience roadmap - Oversee projects intended to foster customer delight, loyalty and engagement. - Collaborate with Product Owners and other customer-facing teams to define and evolve critical customer journeys and study our customer's use of, and trends in, technology to establish innovative industry leading best practices - Manage Customer service focused initiatives with cross-functional position leads and mentors, defining CX benchmarks, requirements and business rules to guide development of new features and capabilities while setting impact-based priorities - Develop and champion product vision, strategy, and roadmap for Customer Care product area in support of corporate goals and objectives - Ensure analytical methods, tools and resources are in place to identify areas of opportunity for Digital lending customer care, including cost savings, contact reduction and customer satisfaction. - Drive the execution of complex roadmap for Service CRM - Facilitate communication and planning between Customer Care, Operations team, Product and Tech teams. Ability to lead Customer Care Product direction with these audiences with confidence and authority. - Ability to understand and discuss technical concepts, manage trade-offs and evaluate opportunistic new ideas with internal and external partners - Define Escalation SOP and work with cross functional teams to reduce TAT for service escalation management - Provide internal and customer training on new product and process changes - Define strategic opportunities and write BRD by analysing, customer behaviour, and agent skill and re-designed customer experience - Assist with troubleshooting issues during high impact periods - Gracefully manage priorities among a very diverse and demanding group of international stakeholders - Deliver independently with limited guidance in ambiguous situations (Maximum Age - 30 Years)

Mumbai

Manager - Customer Experience - NBFC 

Manager - Customer Experience - NBFC  ,Job Description for Manager - Customer Experience - NBFC  in SUCCESSWRKS HR Solutions Pvt Ltd in  Mumbai for (1-5) years of experience. Apply Now!

Job Description for Manager - Customer Experience - NBFC  in SUCCESSWRKS HR Solutions Pvt Ltd in  Mumbai for (1-5) years of experience. Apply Now!