Customer Experience

The position of Chief Manager for Customer Experience at our client, a leading NBFC in Chennai, requires a candidate with over 10 years of experience and a postgraduate qualification. As the Chief Manager, you will be responsible for overseeing customer service operations, developing both short and long-term plans, managing teams, and focusing on achieving business targets and service delivery metrics. Your role will involve leading the implementation of the Net Promoter Score (NPS) and customer satisfaction program, ensuring alignment of insights with action planning, and tracking the execution of action plans in collaboration with the business team. Your primary responsibilities will include leading corporate-wide goal setting, managing NPS and customer satisfaction programs across different markets and partners, and bridging the gap between external and internal customer satisfaction surveys. You will take ownership of the NPS study, providing recommendations to enhance the overall customer experience. Collaboration with NPS Insights vendor, Insights Integration, and analytics team will be essential to drive value-based results, improve NPS, and elevate customer experience. Frequent communication and presentations to the senior leadership team will be required, along with tracking and reporting on NPS and customer satisfaction performance across all products, functions, and touchpoints. Collaborating with other operating departments to develop action plans for NPS improvement and customer value enhancement will be a key aspect of your role. You will lead the design, execution, and goal-setting of the NPS program, map customer-related processes, identify gaps, conduct root cause analysis, and provide sustainable solutions. Ensuring organizational understanding and implementation of NPS inputs through materials development and training on customer excellence will be crucial. Upholding service and quality benchmarks to deliver a best-in-class service experience for customers is also a priority. The ideal candidate will have a minimum of 10 years of experience in Customer Experience Excellence or data analysis, preferably within the BFSI industry. In-depth knowledge and expertise in NPS, customer experience, customer engagement, and consumer behavior are essential. A strong understanding of customer satisfaction/NPS data and insights, the ability to think strategically, provide thought leadership, and proactively address customer issues are key requirements for this role. As the Chief Manager for Customer Experience, you will play a pivotal role in driving customer satisfaction and enhancing the overall customer experience.,