Roles and Responsibilities :

- Responsible for strategizing the - user experience function- which includes facilitating, guiding and driving projects resulting in improved user experience.

- Identifying, quantifying and prioritising all experience related problems faced by customers & drivers.

- Perform critical thinking & evaluate alternatives while identifying solutions or refining existing processes.

- Own and drive the overall NPS for customers and drivers.

- Build, organize and monitor individual metrics related to user experience charter ( NPS, rejection rate, rating, delay etc ) & provide visibility to the milestones and performance across the organization.

- Support business teams to reach their customer retention targets by delivering improved user experience.

- Work closely with Product/Analytics/Contact centre teams to deliver successful outcomes on experience metrics.

- Help strengthen data led thinking and lead the development of frameworks for identifying experience breaches.

- Develop, test, and execute multi-channel communication & retraining plans to drive improved service quality.

- Mentoring and guiding other team members.

- Ensure effective utilization of resources under your function.

- Develop continuous improvement charters, scopes of work, plans, and schedules for continuous improvement of user experience.

- Be a passionate advocate for customers and help ensure a seamless and intuitive user experience.

- Deep interest in user behavioral research and how to leverage it to solve for problems.

Skills Required :

- Prior experience working in strategy/business excellence/program management roles preferably in consumer-facing industry.

- Ability to influence and drive results in a cross functional team environment.

- Strong comfort with data and ability to stitch stories and recommendations through data insights.

- Ability to meet deadlines, prioritize work, handle changing priorities with use of good judgment.

- Ability to manage a team of Managers and Asst Managers.

- Attention to detail and high degree of user centricity.

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