Senior Manager - Customer Service Design - Internet/Online

Senior Manager 2 - CS Design

About the role :

CS Design :

- Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce contacts

- Help develop policies, processes and systems across the company to improve customer experience.

- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.

- Create BRDs, SOPs, etc. and interact with various teams to implement enhancements

- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified

- Analyze data to conceptualize and put forward the customer issues, present the same to stakeholders/ Category team

- Proactively identify trends of CX metric to prevent / identify customer impacting issues

- Liaison with multiple design / product / category teams stakeholders to implement the necessary changes

- Review the process/strategy for new constructs from end to end customer experience point of view