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22/07 Renu A
Account Manager at Zodnik Solutions

Views:182 Applications:59 Rec. Actions:Recruiter Actions:22

Senior Manager - Voice of Customer - IIM/ISB/MDI/FMS (4-8 yrs)

Bangalore Job Code: 953878

Senior Manager - Voice of Customer (Strategic Role) - Banaglore (premier institute candidates only)


- Manage the implementation and deployment of voice of the customer listening programs across the customer journey

- Define and identify areas of the customer journey where customer feedback should be gathered

- Design and implement process for analyzing a growing volume of customer data, enabling cross-functional leaders to identify and prioritize areas for improvement

- Identify, understand and communicate top drivers for Customer Queries, NPS, C.Sat & Playstore ratings.

- Create and deploy company-wide customer engagement model; define how the product responds customer feedback across the customer journey

- Measure and monitor the customer journey listening program's effectiveness via reporting, metrics, KPIs, regular meetings with relevant stake holders and direct customer experience feedback.

- Ingest, interpret, and produce structured reporting of customer feedback.

- Utilize qualitative and quantitative customer data to determine root causes for gaps in customer expectations and experience.

- Conduct RCA's for each problem and create a framework to make the org antifragile

- Deliver actionable, scalable recommendations.

- Represent voice of customer to assist internal teams with prioritization

Requirements: 

- Excellent written and verbal communication

- Ability to collaborate across teams, forge relationships, and influence key partners

- A strategic thinker with the ability to see the big picture and pay close attention to detail

- Excellent analytical skills

- Has deep understanding of customer & should be customer obsessed

- Experience in Fintech or Product company would be an added advantage

Qualification - B.tech/ MBA graduate from Top Schools

Women-friendly workplace:

Maternity and Paternity Benefits

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