Head of NPS

Primary objective :

Responsible for owning the Net Promoter Score measurement program reporting into the Head of Customer Experience. The role entails setting up processes for, and managing data collection, root cause analysis, and recommendation of initiatives to the BUs and regional teams.

Roles and Responsibilities :

- Design the NPS measurement SOPs, both relationship and episodic

- Support NPS program managers in driving progress, overcoming obstacles and ensuring adherence to NPS methodologies and standards in the implementation process

- Monitor performance and trends across cities and other functions

- Create dashboards and consolidate results across BUs and / or geographies

- Work with the Customer experience head to design initiatives along with business case development

- Incorporate business feedback on the NPS program

KPIs :

- NPS coverage and response

- Implementation of NPS across cities

- Compliance with NPS methodology & standards

- Execution of NPS surveys with the right frequency & required samples

- Root-cause analysis & monitoring

- NPS dashboards/reports

Skills, qualifications and experience :

- Required Management degree from a premier B-school in India or abroad

- 8-10 years of experience in program management, customer experience and/or consulting or similar stints in fast-growing startups

- Some experience with Customer satisfaction measurement and analytics

- Strong management skills and passionate about delivering a superior customer experience

- Ability to manage multiple stakeholders of the business and drive alignment

- Executive communication and persuasive skills required as will need to interact frequently with company leaders

- Must be able to direct analysis, draw key insights and maintain a high-level, strategic mentality

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