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09/04 Ajeet
Senior Executive at Snapdeal

Views:610 Applications:153 Rec. Actions:Recruiter Actions:68

Snapdeal - Manager/Senior Manager CX/SX - Customer Experience Design (4-7 yrs)

Gurgaon/Gurugram Job Code: 1077306

Function: Customer Experience

Designation: Manager/Sr. Manager- CX/SX Design

Job Location: Gurgaon


- In this role, you are expected to understand the drivers of customer experience and contact support channels. You are required to identify and assess complex problems for a defined set of areas of responsibility. You would create solutions in which analysis requires an in-depth evaluation of variable factors. Further, it requires adherence to strategic direction set by senior management:

- Work on key CX metrics: NPS, CSAT, Resolution time & Contact reduction

- Responsible for driving Process improvements within the guard rails of cost, quality & stakeholder experience

- Create roadmaps & short/ long term plans to improve the key metrics

- Liaise with internal teams such as marketing, product development, data science, Tech & Design to identify & plug gaps in the customer journey

- Responsible for the independent assessment and reasoning of the effectiveness of the as-is processes, and define & test hypothesis

- Define key input metrics & KPIs for various projects, check sensitivity with the output metrics and constantly track their performance

- Create effective reporting dashboards for different stakeholders & present the progress to the Leadership

- Prepare standard operating procedure (SOP), templates and workflow documents for each new process

Skills Required:

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

- Program management skills to drive execution of the changes planned across a cross functional team in a relatively ambiguous environment

- Ability to multi-task and work on a diverse range of requirements

- Ability to create data driven business cases

- Expert level data analysis & manipulation skills

- Enterprising, ability to communicate effectively & create compelling presentations

- Must be a self-starter


- Prior experience of 4-6 years in consulting or ecommerce in customer experience/ process improvement roles

- B.Tech + MBA from Top institutions of India

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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