Program Manager - Customer Experience - FinTech - IIM/ISB/FMS/MDI/XLRI

Position: Program manager/ Department: Customer experience (Leading Fintech venture)

Looking for a Program manager in the customer experience team who will the overall responsibility of developing the strategy and implementing it to enhance the overall customer experience.

Roles and Responsibilities

- The program manager will be working directly with the customer experience head in building the entire customer experience strategy for the company across various customer touch points (contact center, chat, email, social network and self-service)

- Deliver a customer experience vision, strategy and standards that are in line with the company's overall vision and strategy

- Identify best practices to enhance the overall customer experience across various customer touch points

- Develop business models and execution roadmap to implement the customer experience ideas / strategies

- Define KPIs and dashboards to regularly monitor the key customer metrics to measure overall improvement in customer experience

Requirements

- MBA with 3-5 years of post-MBA experience (Tier 1 MBA institutes only)

- Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment.

- Enjoy working in a start-up environment, with proven ability to innovate, prioritize and work customer backwards.

- Analytical thinking, project management skills, attention to detail and exceptional organizational skills are essential

- Prior experience in customer experience of consulting background will be preferential