RNPS/TNPS Enhancement Task - Team Member

Job Title:

Department:

Location: Noida, Sector 16

Reports To:

Experience Required:

Employment Type: Full-Time

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Key Responsibilities: -

1. Customer Satisfaction Enhancement

Design and implement programs to uplift customer satisfaction across all service touchpoints.

Monitor customer feedback loops and develop corrective actions to bridge service gaps.

2. Benchmarking

Conduct regular competitive benchmarking to assess industry standards and practices.

Carry out owner benchmarking to understand voice of existing customers and their satisfaction journeys.

Analyze best practices from peer organizations and incorporate relevant learnings into the RNPS/TNPS framework.

3. New Initiatives and Innovation

Lead and drive new customer-centric projects through out-of-the-box thinking and innovative problem-solving approaches.

Collaborate with internal stakeholders to pilot new initiatives and scale successful models.

4. VOC (Voice of Customer) Management

Develop and manage a robust VOC program that captures insights from all customer interactions.

Ensure systematic analysis and action planning based on VOC data.

Promote a customer-first culture across departments through VOC advocacy.

5. CSAT / NPS Program Management

Take ownership of RNPS and TNPS improvement programs.

Liaise with corporate teams and field service units to implement NPS-driven initiatives.

Regularly analyze NPS metrics, identify areas of concern, and deploy improvement plans.

6. Corporate and Field Service Integration

Bridge corporate strategies with on-ground realities through effective coordination.

Work closely with zonal service heads and field teams to ensure uniform customer experience delivery.

7. Data Analysis and Reporting

Leverage advanced data analytics tools to interpret customer feedback and NPS trends.

Develop dashboards and reports for leadership review and strategic decision-making.

Conduct root cause analysis and develop proactive customer experience solutions.

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Key Skills and Competencies

Strong understanding of Customer Experience Management (CEM) frameworks

Deep expertise in CSAT / NPS methodologies and metrics

Proficient in benchmarking tools, VOC analytics, and reporting systems

Demonstrated ability in problem-solving and innovation

Excellent stakeholder management and cross-functional collaboration

Strong verbal and written communication skills

Proven analytical and critical thinking abilities

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Preferred Qualifications

Graduate/Postgraduate

Certification in Customer Experience / NPS / Six Sigma will be a plus

Proficiency in MS Excel, Power BI, or other data visualization tools