Job Purpose: This role is central to driving Customer Experience for Udaan and would involve defining, driving and monitoring overall customer engagement processes. - Lead the Process Excellence and Design teams and consistently drive focus on Customer Experience throughout the organization - Lead content strategy for Udaan and setup the Content & Knowledge Management team - Drive thought leadership across all the Customer Experience verticals and define the Automation and Contact center strategy for Udaan - Create and drive the engagement structure with all the key stakeholders within Udaan, including the functional and senior leadership - Work with internal CX stakeholders like Operations, Quality Management, Analytics etc. to drive focus on Customer Experience and process adherence. Key Responsibilities: - Define and execute the long-term strategy for the function with an aim to maximize NPS - own the NPS metric - Deliver KPIs for the function while raising the bar and benchmarking externally (experience, quality, speed, cost, compliance) - Work closely with the Technology, Product & IT teams to co-design a world-class infrastructure - Be the Voice of Customer across all interactions within and outside Udaan. - Lead and deliver on all operations readiness requirements for multiple sale events - Work in a truly multicultural environment, manage diverse efforts, identify and secure synergies - Put in place systems and processes that continuously improve the efficiency of the operation and satisfaction levels of customers that contact us - Collaborate with other cross-functional teams within the org - In-house Operations, Workforce Management, Commercial, Planning & Forecasting, Process Excellence, Quality, Program Management & Training, Analytics, Product, Engineering and leverage the teams for delivering great customer outcomes. - Attract, Hire, Grow & Retain talent within the function Skills & Competencies: - Strategy and Design thinking: Has a long-term view. Can think and strategize for end to end (customer as well as of the value chain). Ability to break down the strategy into executable roadmap - Execution Excellence: Ability to drive quantifiable results (for scale and complexity) - Customer first: Demonstrates deep customer understanding and is responsive to customer needs - Inspiring Leader: Builds strong teams, Coaches and mentors the team and Rallies the team behind common purpose - Applied Innovation: Ability to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps. - Be an Influencer: Ability to work across functions in the org and drive their actions in a way that positively impacts customer experience. - Change Management Ability: Drive change and mount change management initiatives, given the dynamic nature of the business. - Strong Problem Solving and Analytical Skills: Ability to analyze and infer customer insights from data will be a key capability

Bangalore

Udaan - Head - Customer Experience Strategy 

Udaan - Head - Customer Experience Strategy  ,Job Description for Udaan - Head - Customer Experience Strategy  in Udaan in  Bangalore for (10-12) years of experience. Apply Now!

Job Description for Udaan - Head - Customer Experience Strategy  in Udaan in  Bangalore for (10-12) years of experience. Apply Now!