Job Description

Job Profile: Lead of Customer Experience and Service Ops will serve as the advocate for customers and champion customer-centricity across all facets of NPCI. They will develop and implement strategies to enhance customer interactions and satisfaction, lead a dedicated customer service team, foster a positive work environment, ensure alignment with NPCIs goals, and manage key vendor and partner relationships to deliver exceptional service quality. Responsibilities: Serve as the advocate for the customer within NPCI, ensuring customer-centricity in all decision-making and strategies Develop and implement strategies to capture, analyze, and support customer interactions through various channels (in-app, inbound/ outbound call center) Champion the voice of the customer and act as the custodian of NPS and CSAT metrics Monitor customer feedback through surveys, reviews, and other channels to derive actionable insights. Use data-driven insights to identify trends and areas for improvement Collaborate with product, design, and engineering teams to translate customer insights into actionable product enhancements and feature development Monitor and track key metrics related to service quality and customer satisfaction, such as NPS and CSAT Manage the customer service operations team, including contact center operation and drive end-to-end process excellence Build and implement a customer loyalty program to enhance customer retention and satisfaction Oversee vendor and partner relationships, ensuring service quality and reliability and alignment with NPCI’s goals Develop and implement strategic plans to optimize internal workflows and processes across all departments of NPCI Domain experience Experience in a customer service management role, with at least 5+ years of successfully handling consumer platforms with 10+ million users Deep knowledge of customer service practices in the payments industry, with the ability to apply this knowledge to improve customer service operations Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns Individual skills Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement Proficient in using customer service software and other relevant tools to manage customer interactions and track performance metrics Strong organizational skills and detail-oriented Strong interpersonal and time-management skills Mindsets & Behaviors Stay abreast of emerging technologies related to customer service and proactively recommend innovative solutions to enhance customer service operations Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations Foster a positive and collaborative work environment, promoting employee engagement within the customer service team