Posted:5 days ago|
Platform:
Work from Office
Full Time
Design and execute CX initiatives to capture NPS, CSAT, andApp feedback across key customer touchpoints.
Collaborate with Salesforce and product teams to defineevent triggers and craft effective survey questions.
Analyze structured and unstructured customer feedback togenerate actionable insights and build a comprehensive VoC narrative.
Develop regular reports and dashboards on customerattributes such as category, order placement, and funds transferred, tyingfeedback to behaviors and lifecycle stages.
Facilitate cross-functional CX forums with business leaders,ensuring alignment on key issues and opportunities.
Partner with product managers to embed customer-centricdesign into end-to-end journeys, addressing friction points and improvingoverall experience.
Analyze contact ratios and identify high-volume drivers.Work closely with chat and IVR product leads to suggest self-service deflectionpoints, reduce contact volumes, and improve resolution efficiency.
Collaborate with Customer Service and Sales teams toco-create and run programs that enhance customer satisfaction and reduceeffort.
Act as the customer advocate in product discussions,ensuring that customer experience insights shape roadmaps and prioritization.
Kotak Securities (KSL)
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