3 Cx Metrics Jobs

You have proven experience in leading Customer Experience delivery operations during periods of growth or change. Your responsibilities will include managing all CX metrics such as CSAT, NPS, TAT, call answered%, and quality metrics for all channels. Additionally, you will be responsible for overseeing Omni-channel support (Email, Calls, Chat, and Social Media) on a 24x7 basis throughout the year. Your keen attention to detail should cover aspects related to process, product, people, and data. A deep sense of empathy for the customer is crucial as you will serve as their voice within the organization. Your ownership mentality and bias-for-action approach will be key in delivering a superior customer experience at scale. As a leader, you must possess the skills to influence and foster a culture of customer obsession across the organization. Being proactive in identifying risks or potential failures in the customer journey and collaborating with product, tech, and business teams to address them is essential. Continuous monitoring of deviations in processes, CSAT, NPS, etc., along with implementing necessary corrective measures will be part of your role. Strengthening team communication and soft skills to enhance customer outcomes falls under your responsibility as a Customer Experience champion. Your ability to delve deep into data to generate actionable insights and identify opportunities for team upskilling is critical. Implementing effective learning strategies and training programs aligned with the teams CX objectives is necessary. A self-driven attitude, capable of working with minimal supervision to deliver expected business and CX outcomes, is expected from you. Collaboration with internal and external stakeholders, managing challenging situations effectively, and going the extra mile when needed are skills that you should possess. Knowledge of banking products, services, and operations is required. Strong interpersonal and communication skills, both verbal and written, are essential. Demonstrable experience in completing process improvement projects that enhance CSAT, NPS, and service quality is a must. Your expertise in various CRM and ticketing tools such as ZOHO, Lead Squared, Salesforce, Zendesk, Finacle, Turing, and Freshdesk will be beneficial in this role. This is a full-time position with a day shift schedule. As part of your application, please specify your experience in customer support channels (Email, Call, Chat, Social media) and the CRM tools you are proficient in. Work Location: In person,

Job Description Survey development & Deployment Under the supervision of the VP of Marketing Analytics help build, program, and deploy surveys of Zelis existing and potential customers • Analysis – Provide quantitative support in the analysis of survey results both during and completion of surveys. Support the development of standardized reports for brand health, NPS, and other critical benchmarks • Reporting – Assist in the creation of concise visualizations and reporting for multiple types of survey results • Innovation and recommendations – As part of the Marketing Analytics team be active in bringing new opportunities and innovative reporting to survey, survey design, and reporting 7+ years of experience in a marketing analytics and/or operations role; with 5+ years working for a U.S. based healthcare or U.S. healthcare provider in a B2B or B2C environment. 5+ years of experience with Qualtrics similar survey and reporting tools. 5+ years of working knowledge with Tabluea, PowerBI, or similar reporting tools. 2-3+ years working knowledge of CRM (Hubspot, Salesforce). Highly analytical and data-driven mindset with a strong statistical background. Passion for bringing process and structure to support data-driven decisions. Ability to communicate survey insights concisely and perform quantitative analysis on structured and unstructured survey data. Ability to interface with third-party vendors (Qualtrics, Klue) for basic to moderate troubleshooting. Growth-oriented and adaptable; able to excel in fast-paced environments with complex data needs. Attention to detail—accurate data gathering, insightful analysis, ability to manage logistics and tactical details with flawless execution. Must be a self-starter and quick learner with the desire to learn. Healthcare industry experience a plus but not required.

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Lead Data Scientist Mode of work : Remote Responsibilities Design and implement data-driven solutions to optimize customer experience metrics, reduce churn, and enhance customer satisfaction using statistical analysis, machine learning, and predictive modeling. Collaborate with CX teams, contact center operations, customer success, and product teams to gather requirements, understand customer journey objectives, and translate them into actionable analytical solutions. Perform exploratory data analysis (EDA) on customer interaction data, contact center metrics, survey responses, and behavioral data to identify pain points and opportunities for CX improvement. Build, validate, and deploy machine learning models for customer sentiment analysis, churn prediction, next-best-action recommendations, contact center forecasting, and customer lifetime value optimization. Develop CX dashboards and reports using BI tools to track key metrics like NPS, CSAT, FCR, AHT, and customer journey analytics to support strategic decision-making. Optimize model performance for real-time customer experience applications through hyperparameter tuning, A/B testing, and continuous performance monitoring. Contribute to customer data architecture and pipeline development to ensure scalable and reliable customer data flows across touchpoints (voice, chat, email, social, web). Document CX analytics methodologies, customer segmentation strategies, and model outcomes to ensure reproducibility and enable knowledge sharing across CX transformation initiatives. Mentor junior data scientists and analysts on CX-specific use cases, and participate in code reviews to maintain high-quality standards for customer-facing analytics. Skill Requirements Proven experience (at least 6+ years) in data science, analytics, and statistical modeling with specific focus on customer experience, contact center analytics, or customer behavior analysis, including strong understanding of CX metrics, customer journey mapping, and voice-of-customer analytics. Proficiency in Python and/or R for customer data analysis, sentiment analysis, and CX modeling applications. Experience with data analytics libraries such as pandas, NumPy, scikit-learn, and visualization tools like matplotlib, seaborn, or Plotly for customer insights and CX reporting. Experience with machine learning frameworks such as Scikit-learn, XGBoost, LightGBM, and familiarity with deep learning libraries (TensorFlow, PyTorch) for NLP applications in customer feedback analysis and chatbot optimization. Solid understanding of SQL and experience working with customer databases, contact center data warehouses, and CRM systems (e.g., PostgreSQL, MySQL, SQL Server, Salesforce, ServiceNow). Familiarity with data engineering tools and frameworks (e.g., Apache Airflow, dbt, Spark, or similar) for building and orchestrating customer data ETL pipelines and real-time streaming analytics. (Good to have) Knowledge of data governance, data quality frameworks, and data lake architectures. (good to have) Exposure to business intelligence (BI) tools such as Power BI, Tableau, or Looker for CX dashboarding, customer journey visualization, and executive reporting on customer experience metrics. Working knowledge of version control systems (e.g., Git) and collaborative development workflows for customer analytics projects. Strong problem-solving skills with customer-centric analytical thinking, and the ability to work independently and as part of cross-functional CX transformation teams. Excellent communication and presentation skills, with the ability to explain complex customer analytics concepts to non-technical stakeholders including CX executives, contact center managers, and customer success teams. Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.