19/10 Rakshita Jadhav
Research Associate at WhiteTrail Advisors

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Manager - Customer Experience/NPS - BFS/Retail (1-3 yrs)

Mumbai Job Code: 857571

- 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.

Women-friendly workplace:

Maternity and Paternity Benefits

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