Chief Manager - Customer Experience Plannning (Chennai)

Purpose

We are looking for a dynamic and experienced CX professional to lead and support customer experience initiatives across the organization. The role will involve CX planning, data-driven presentation development, project execution, and cross-functional collaboration to improve customer journeys and service delivery.

Key Responsibilities

• Support the CX in developing and driving customer experience roadmaps.
• Contribute to annual and quarterly CX planning, reviews, and strategy alignment with business goals.
• Prepare high-quality business presentations for CX planning, Monthly Performance Reviews (MPR), and leadership meetings.
• Sound knowledge on Fintech tools and business opportunities.
• Convert raw data into meaningful insights and visuals (PPTs, dashboards, charts, etc.).
• Interpret CX-related data (complaints, service levels, etc.) and translate them into actionable insights.
• Lead and support customer experience improvement projects (digital, service, process re-design)
• Ensure project timelines and outcomes are met.
• Analytical mindset with attention to detail.
• Experience in managing customer journey mapping or design thinking projects.
• Self-driven with ability to manage multiple priorities.

Qualifications

Graduate / Postgraduate in Business, Marketing, or related fields

Experience

10 -12 years experience in handling Customer Experience Management, planning and Projects

Functional Competencies

• Exceptional interpersonal, customer service, problem-solving and conflict resolution skills
• Proven experience in customer experience, data analysis, and planning presentations.
• Flexible and open to work in shifts and on holidays
• Understanding for operational budgets and expenses
• Strong knowledge of Excel, PowerPoint, and basic analytics tools.
• Understanding of digitization and industry paced fintech applications
• Good communication, presentation, and stakeholder management skills.
• Familiar with NPS, CSAT, complaint handling frameworks, VOC (Voice of Customer) analysis
• Dashboard and MIS preparation and management
• Project management experience will be a strong advantage.

Behavioral Competencies

• Strong Analytical and Problem-Solving skills
• Proven interdepartmental coordination and competent team player
• Excellent written and verbal communication skills
• Ability to work independently in a fast-paced environment

Please share profiles at pallavi.singh@tvscredit.com