Snapdeal - Manager - Customer Experience Design

Function: Customer Experience

Job Location: Gurgaon

Responsibilities

In this role you are required to identify and assess complex problems for a defined set of areas of responsibility. You would create solutions in situations in which analysis requires an in-depth evaluation of variable factors. Requires adherence to strategic direction set by senior management when establishing near-term goals. Decisions individual at this role makes have a major day to day impact on the area of responsibility.

- Liaise with internal teams such as marketing, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged

- Responsible for creating satisfying or compelling experiences for customers with a focus on reshaping the customer experience to maximize conversions.

- Responsible for driving Process improvements within the guard rails of Cost, Quality, Reliability & Stakeholder Experience.

- Preparing Standard operating procedure, templates, workflow documents for each stage of the operation.

Skills Required

- Ability to define problem statement, design & improve processes across life cycle of customer on ecommerce

- This role will also need program management skills to drive execution of the changes planned across a cross functional team in a relatively ambiguous environment.

- Candidates should have hands-on experience of working in critical customer experience life-cycle stages. Also, should have exposure to product development

- Candidates should know how to pull and analyse data to validate hypotheses.

Background

- Prior experience of 2-4 years in consulting or ecommerce in customer experience or process improvement roles.

- B.Tech + MBA from Top institutions of India.