Chief Manager - Customer Experience Plannning (Chennai) TVS Credit Services Ltd

9.0 - 14.0 years

25 - 40 Lacs

Chennai

Work from Office

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

Posted 1 week ago

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