Senior Associate - NPS Design & Analytics

Position Title:

Senior Associate - NPS Analytics

Reports To:

Associate Manager-NPS Design & Analytics

Role Level:

CXO-4

1. Job Purpose

• Analyze NPS scores and verbatims received from customers across touchpoints and prepare detailed reports and verbatim-buckets to be shared with stakeholders for NPS improvement. Drive continuous coordination, discussion, action and feedback sharing across stakeholders.

1. Key Accountabilities

NPS Analytics

• Monitor all customer data to understand recurrent customer issues across various touch points


• Report customer insights that is easily understandable for leaders to initiate improvement in processes at various consumer touchpoints


• Improve overall service quality of NPS and ensures that all branches resolve the customer issues and also responsible for coordinating functions, product owners for improving NPS score


• Prepare NPS Performance reports by collecting, analyzing and summarizing data


• Keep abreast with up-to-date knowledge of emerging trends

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR..

1. Skills Required for the role

proficiency in handling data and advanced analytics

Strategic Foresight

Digital Mindset and familiarity with NPS, CSAT knowledge

Customer centricity

1. Key Performance Indicators

Customer Satisfaction Metrics

• NPS Score (Net Promoter Score): Measuring overall customer loyalty and satisfaction based on the likelihood of customers to recommend the company.


• CSAT Score (Customer Satisfaction Score): Evaluating the level of satisfaction customers have with specific interactions or experiences.


• Response rate: Monitoring the percentage of customers or survey recipients who respond to feedback requests, indicating engagement and interest in providing feedback.

Insights and Performance Metrics

• Actionable Insights: Focusing on extracting meaningful and actionable insights from customer feedback to drive improvements.


• Resolution rate: Assessing the effectiveness of resolving customer issues or concerns based on feedback received.

1. Key Interfaces

Internal Interfaces

Sub-Function lead

• Engage with other sub function leads to understand the Customer journey and identifying key areas of improvement for preparing detailed reports.

Marketing Team

• Coordinate with marketing teams for any service contents to be released or communicated to customers

1. Educational and Experience Requirements

Minimum Education Requirement

• Bachelors/BBA/BMS in any management discipline.

Minimum Requirement

Desired

Experience

• 2 years of experience in Large scale customer experience teams, handling and monitoring customer sentiments.

• 3+ years of experience in Large scale customer experience teams, handling and monitoring customer sentiments


• Experience in the aviation/hospitality/retail sector is an advantage.