Customer Experience Senior Manager
Job Description
Purpose:
To effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics and analyze customer touchpoints throughout their lifetime with HS
Key Accountability Areas:
Customer Experience
Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.
Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
Conduct customer interviews and surveys and report on insights
Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.
Raising red flags wherever the business process – billi...