Manager/Senior Manager - Customer Experience

Role Overview:

We are looking for a Customer Experience professional to drive Voice of Customer (VoC) programs and CX initiatives across key customer touchpoints. The role will focus on analyzing customer feedback, identifying experience gaps, generating actionable insights, and partnering with cross-functional teams to improve customer journeys and reduce customer effort.

Key Responsibilities:

- Design and execute CX initiatives covering NPS, CSAT and App feedback.

- Track customer feedback trends and develop a strong Voice of Customer narrative.

- Collaborate with Salesforce and Product teams on survey triggers and feedback collection.

- Design effective surveys to generate actionable customer insights.

- Analyze structured and unstructured feedback to identify themes, pain points and opportunities.

- Develop CX reports and dashboards to monitor experience trends.

- Analyze customer behavior across categories, order placement, funds transfer and lifecycle stages.

- Facilitate cross-functional CX forums and drive alignment on customer issues and action areas.

- Partner with Product Managers to improve end-to-end customer journeys and eliminate friction points.

- Analyze contact ratios and identify key drivers of customer contacts.

- Work with Chat and IVR Product teams on self-service and deflection strategies.

- Partner with Customer Service and Sales teams to improve customer satisfaction and reduce customer effort.

- Represent the customer voice in Product discussions and contribute insights to roadmap and prioritization decisions.

Ideal Profile:

- Strong understanding of Customer Experience / VoC / Customer Insights.

- Experience working with customer feedback, surveys and CX metrics such as NPS and CSAT.

- Strong analytical and problem-solving skills.

- Ability to convert customer feedback into actionable business insights.

- Strong stakeholder management and cross-functional collaboration skills.

- Comfortable working with Product, Customer Service, Sales and technology teams.