Net Promoter Score Manager

Aavas Financiers is seeking a data-driven and customer-focused NPS Manager to lead and manage our Net Promoter Score (NPS) program across the organization. The ideal candidate will be responsible for measuring customer loyalty, analyzing feedback, identifying areas for improvement, and collaborating with cross-functional teams to enhance customer satisfaction and retention. This role plays a vital part in turning customer insights into strategic action, improving overall service delivery, and strengthening our brand reputation. Key Responsibilities: NPS Program Management Design, implement, and manage a structured NPS program across all customer touchpoints Own the full lifecycle of NPS surveys from setup, distribution, data collection to analysis and action planning Collaborate with CRM, product, sales, and service teams to ensure relevant and timely survey execution Data Analysis & Insights Analyze NPS scores, open-text responses, and customer sentiment to generate actionable insights Identify trends, root causes, and customer pain points affecting satisfaction and loyalty Create dashboards and regular reports to communicate findings and recommendations to leadership Cross-Functional Collaboration Work closely with business teams to develop and execute customer experience improvement plans Drive stakeholder alignment on priorities emerging from NPS feedback Ensure customer feedback loops are closed by tracking resolution and impact Customer Experience Enhancement Contribute to the broader CX strategy by integrating NPS data into journey mapping and service design Recommend initiatives to improve touchpoints with low satisfaction scores Track post-intervention improvements to measure ROI on CX enhancements Continuous Improvement & Governance Standardize NPS measurement frameworks across departments and regions Benchmark performance against industry standards and competitor scores Ensure adherence to data privacy and compliance policies in all feedback mechanisms Qualifications: Bachelor’s or Master’s degree in Business, Marketing, Customer Experience, or a related field A minimum of 5 years of experience in customer feedback programs, NPS, or customer experience management Strong analytical skills and experience with survey tools (e.g., Medallia, Qualtrics, SurveyMonkey, Zoho, Salesforce Surveys) Familiarity with CRM systems (Salesforce, LeMS, etc.) and data visualization tools (Power BI, Tableau, Excel) Excellent communication and stakeholder management skills Ability to synthesize data into clear narratives and business recommendations Preferred Skills: Experience in BFSI, fintech, telecom, or customer-centric B2C industries Working knowledge of Voice of the Customer (VoC), CSAT, CES, and other CX metrics Project management experience in executing feedback or service improvement initiatives Why Join Us? At Aavas Financiers , we put our customers at the center of everything we do. As the NPS Manager , you’ll lead efforts that directly impact how our customers perceive and engage with our brand. You’ll work with passionate teams, lead data-driven change, and help shape a customer experience that drives loyalty, satisfaction, and business success.