Swiggy - General Manager - Strategy/Customer Experience

Description:

Ways of working : All days working from office/base location

Role : General manager, Cx/Dx/Rx experience

Job Location : Bangalore

Min Experience : 5-6 years post MBA.

- The ideal candidate would also have past experience in managing customer experience / vendor experience in an operational capacity.

- General manager, Cx/DX/ Rx experience would be responsible to ensure that all stakeholders have an amazing experience working with Swiggy and ensure that it is a delightful one !

- You will be the face of experience charter in Swiggy and would be actively working along with product teams and support teams to define scalable and impactful product or process based solutions which will help drive best in class engagement with the restaurant partners

- In order to ensure the experience, your objective will be to take care of the following

Administration of NPS survey and subsequent analysis: Swiggy uses Net Promoter Score (NPS) as the key performance indicator for experience.

- You would be leading the administration of surveys among the various cohorts and would be carrying subsequent analysis and qualitative discussions to identify areas of improvement for restaurant experience.

- Understanding experience : Gathering actionable insights from restaurants through NPS surveys, focussed group discussions / direct interviews to understand their most important needs and expectations

- Identification of interventions and driving their implementation to improve restaurant experience :

- Identification of interaction points will help to identify which area(s) to focus on along the journey, understand restaurant issues and make decisions for journey improvement.

- Benchmarking with peer companies to identify gaps and prepare a roadmap for delivering delightful experiences to CX/RX/DX on Swiggy.

- The incumbent should also ensure effective implementation of the identified initiatives by liaising with the relevant product / business stakeholders in Swiggy

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law"