Lead the Customer Experience (CX) Design team at Stanza Living, and be accountable for defining and implementing CX strategy across the organization.
Key Responsibilities :
- Work closely with leadership and function heads on CX initiatives and strategy
- Design the complaint management (ticketing) process, including product requirements, workflows, SLAs, escalation handling, etc.
- Define key CX metrics, covering both inputs and outcomes, and co-own metric targets
- Solve for customer pain points / experience enhancements through cross-team collaboration
- Represent customer's voice in internal forums and lobby hard to safeguard customer interest, while keeping business sustainability in mind
- Develop policies, both internal and customer-facing, that shall govern CX delivery
- Build dashboards and scorecards that objectively depict CX performance, and bring out actionable insights for partner teams to improve their game
- Decode customer happiness and its drivers, i.e., how happy any customer is with his / her stay at Stanza Living, and how can we make him / her happier
- Share best practices among markets and from outside to constantly improve customer experience
- Partner with Product to implement tech-enabled solutions that are effective and scalable
- Leverage communication in a big way to influence customer experience, bridging any expectation gaps and promoting CX initiatives
- Guard CX throughout the customer journey, right from onboarding to tenure completion, and affect timely interventions in order to minimize churn and maximize retention
Ideal Candidate :
- 5-10 years of experience in management consulting or fast-paced startups
- MBA / PGDM from tier 1 institution
- Exhibit high degree of ownership, willingness to get hands dirty and work in a constantly-changing and fast-paced environment
- Demonstrate first principles thinking and strong problem solving skills
- Adept at influencing stakeholders right till CXO level, and securing their alignment / sponsorship
- Analytical and data-driven to the core
- Believer in the power of great customer experience for achieving sustainable growth
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