Spinny - Program Manager - Customer Experience Team

Key responsibilities will be the following:

- Own the Customer Experience in the company - prime objective is to drive NPS to 80+ across all functions.

- Help develop product & processes for Customer Support & Experience team

- Understand current challenges in the customer experience by analyzing data captured through feedback and escalation teams.

- Engage with Departments to solve for customer escalation cases and incorporate changes in their SOPs/ Products/ People to improve customer experience.

- Personally connect with select customers/ potential customers over one-on-one calls/ hub visits to uncover new insights about their behaviors.

- Benchmark customer experience with competitors within/ outside industry and suggest best practices.