Research Associate at WhiteTrail Advisors
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Manager - Customer Experience/NPS - BFS/Retail (1-3 yrs)
- Process mapping to enhance customer experience
- Measuring customer experience through feedback tools such as NPS, CSAT, etc.
- Doing Process audit and ensuring compliance
- Designing processes for operations to improve operational efficiencies, reduce TATs, and improve the overall customer experience at various touchpoints.
- Understanding customer needs & expectations through quantitative and qualitative analysis
- Optimizing customer experience through customer-friendly processes across various interaction channels
- End to End management of NPS, analyzing customer VOC, and measuring impact on Customer Experience.
- Interfacing with Business, Product, Technology and Service Operations team to build solutions that enhance customer experience
- Responsible for customer satisfaction metrics like NPS, CSAT, self-serve rate.