Navi - Manager - Customer Experience

Manager - Customer Experience

- Strategizing and delivering processes for consistent customer satisfaction

- Establishing collaborative relationships with various functions within the organization to deliver best in class Customer Experience

- Inspire Customer success across the organization by aligning product through product road map, planning through forecasting, Tech through issues faced by the customers

- Understanding customer feedback and driving data-oriented analysis to leverage automation and enhance overall customer experience

- Directly managing a team of 50+ highly motivated executives and team leaders

- Responsible for building a strong sense of customer-centricity within the team and developing the next line of leadership

- Ensuring highest customer satisfaction and consistent delivery of all KPIs like CSAT, Resolution time, First Response Time, First Call Resolution, Quality, Repeat rate etc. for Navi's non-voice channels

- Taking end to end ownership of customer grievances; Efficiently managing all customer queries, complaints and escalations as per the TAT. Filing timely regulatory reports to regulators like RBI, IRDA & SEBI

- Collaborating with audit and compliance stakeholders to strengthen overall governance and controls across the non-voice operations