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