Senior Manager – Customer experience

2 days ago


Gurgaon, India Max Life Insurance Company Limited Full time
KEY RESPONSIBILITIES

Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillmentWork with function heads to own specific initiatives and work with CFTs to deliver theseGive CX perspective on key customer journeysManagement of communication related issues, DNPS, service recovery and NPS insightingPartner in creation of our customer centricity roadmap and reduction of customer concernsSupport the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPAIdentify gaps and work with FLG units on closure of these process/tech itemsGeneral expectations w.r.t the roleFormulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer experience items, comprehensively to senior management along with FLG leadersBring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems.

MEASURES OF SUCCESSVisible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubationSuccessful archival of knowledge and dissemination of it across business functionsPositive feedback and appreciation from business owners and decision makers.

KEY COMPETENCIES/SKILLS REQUIRED4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firmsPreference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experienceAbility to work with cross functional teams; strong networking and inter‐personal skillsDetail‐oriented, organized, critical thinker with strong work ethicsExcellent communication skills and a thoughtful, persuasive personal style.Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.Life insurance experience a plus, but not mandatory

MEASURES OF SUCCESSVisible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubationSuccessful archival of knowledge and dissemination of it across business functionsPositive feedback and appreciation from business owners and decision makers.

KEY COMPETENCIES/SKILLS REQUIRED4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firmsPreference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experienceAbility to work with cross functional teams; strong networking and inter‐personal skillsDetail‐oriented, organized, critical thinker with strong work ethicsExcellent communication skills and a thoughtful, persuasive personal style.Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.Life insurance experience a plus, but not mandatory

Desired qualification and experienceManagement Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firmsLife insurance experience a plus, but not mandatory
  • Senior Executive

    2 days ago


    Gurgaon, Haryana, India ixigo Full time

    Experience the challenge of a lifetime as a Senior Executive at ixigo, where customer satisfaction is paramount.About UsIxigo is India's leading travel marketplace, providing users with the best prices on flights, hotels, and more. As a key member of our team, you will be instrumental in ensuring that our customers receive exceptional service.The RoleWe are...


  • Gurgaon, Haryana, India Sprinklr Full time

    Unlock the Power of Customer Experiences with SprinklrSprinklr, a leading enterprise software company, is revolutionizing the way businesses interact with their customers. As a Senior Customer Experience Strategist, you will play a vital role in helping our clients deliver exceptional experiences across every touchpoint.We're committed to creating a culture...


  • Gurgaon, Haryana, India Nexthire Full time

    Are you a seasoned .NET professional with a passion for customer experience management?We are seeking an experienced Senior .NET Developer Lead to join our team at EasyRewardz.


  • Gurgaon, Haryana, India VMock Full time

    Job DescriptionKey Responsibilities:As a Senior Product Manager at VMock, you will be responsible for managing the entire product life cycle from inception to launch. Your goal will be to create exceptional customer experiences and convenience.Key Qualifications:2+ years of experience in product lifecycle management, with hands-on experience in developing...


  • Gurgaon, Haryana, India VMock Full time

    About the RoleVMock is seeking a highly skilled Client Success Manager to join our team. In this role, you will be responsible for establishing and maintaining positive client relationships from an operational and strategic perspective.You will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain...

  • Senior Manager

    1 month ago


    Gurgaon, Haryana, India Max life insurance co ltd Full time

    Job Title: Senior Manager - Employee ExperienceMax Life Insurance Co Ltd is seeking a highly skilled Senior Manager - Employee Experience to lead our IT SAP Techno-Functional Team. As a key member of our HR team, you will be responsible for configuring, maintaining, and supporting our HRIS software to ensure seamless employee experiences.Key...


  • Gurgaon, Haryana, India TaskUs Full time

    About TaskUs:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...


  • Gurgaon, Haryana, India Intract Full time

    Role OverviewAt Intract, we're redefining the user acquisition landscape for digital companies through our innovative B2B2C approach, serving 1,000,000+ users.Job ResponsibilitiesWe're seeking an experienced Comeback is optional. We're more interested in finding the right candidate Customer Success Manager with a strong background in handling technical...


  • Gurgaon, Haryana, India Craft & Glory Full time

    Job OverviewCraft and Glory is a premium leather goods brand known for its exceptional craftsmanship and timeless designs. We pride ourselves on creating products that last generations and delivering a seamless experience for our valued customers.We seek a detail-oriented and proactive E-Commerce Merchandiser and Customer Support to streamline customer...


  • gurgaon, India Antara Senior Care Full time

    Profile Summary:We are seeking a seasoned Performance Marketing Manager to lead our digital marketing efforts. In this role, you will be responsible for developing, implementing, and managing marketing campaigns that promote our products and services. Your main goal will be to drive traffic, enhance brand visibility, and significantly increase customer...


  • Gurgaon, Haryana, India Sprinklr Full time

    At Sprinklr, we're looking for a seasoned Enterprise Customer Experience Manager to lead our customer delivery initiatives.Company OverviewSprinklr is a leading enterprise software company that enables every organization on the planet to make their customers happier. Our unified customer experience management (Unified-CXM) platform helps companies deliver...


  • Gurgaon, Haryana, India BayOne Solutions Full time

    About the RoleWe are seeking a highly skilled Strategic Customer Experience Manager to join our team at BayOne Solutions. In this role, you will be responsible for delivering exceptional customer experiences and driving business growth.Job DescriptionAs a Strategic Customer Experience Manager, you will be the primary point of contact for our customers,...


  • Gurgaon, Haryana, India Airtel Full time

    About this Role:We are looking for an experienced customer experience professional to lead our contact center operations team at Bharti Airtel.As a key member of our leadership team, you will be responsible for designing and implementing effective contact center strategies that deliver exceptional customer experiences and drive business results.You will have...

  • Senior Manager

    1 month ago


    Gurgaon, Haryana, India Max life insurance co ltd Full time

    Job Title: Senior Manager - Employee ExperienceLocation: Gurugram, HaryanaJob Summary:The Senior Manager - Employee Experience will lead a team responsible for the configuration, maintenance, and support of HRIS (Human Resources Information System and associated applications) software. This role involves providing technical expertise, guiding team members,...

  • Senior Manager

    4 weeks ago


    Gurgaon, Haryana, India Genpact Full time

    Job Title: Senior Manager - Digital ExperienceJob Summary:Genpact is seeking a Senior Manager - Digital Experience to lead the development, deployment, and maintenance of our website, Genpact.com. The successful candidate will have expertise in Adobe Experience Manager (AEM) and a proven track record of managing large-scale web...


  • Gurgaon, India Antara Senior Care Full time

    Profile Summary:We are seeking a seasoned Performance Marketing Manager to lead our digital marketing efforts. In this role, you will be responsible for developing, implementing, and managing marketing campaigns that promote our products and services. Your main goal will be to drive traffic, enhance brand visibility, and significantly increase customer...


  • Gurgaon, India Antara Senior Care Full time

    Profile Summary:We are seeking a seasoned Performance Marketing Manager to lead our digital marketing efforts. In this role, you will be responsible for developing, implementing, and managing marketing campaigns that promote our products and services. Your main goal will be to drive traffic, enhance brand visibility, and significantly increase customer...

  • Customer Experience

    5 months ago


    Gurgaon, India OneBanc Full time

    **About Us**: OneBanc is a neo-bank, building the economic infrastructure for the workforce of India. The idea of OneBanc started when a young girl asked Vibhore, a serial entrepreneur, why the money in her piggybank never grew. Adopting this philosophy of #DemandMore, OneBanc connects enterprises, banks, and HR Tech platforms to enhance value for all...


  • Gurgaon, India Antara Senior Care Full time

    Profile Summary: We are seeking a seasoned Performance Marketing Manager to lead our digital marketing efforts. In this role, you will be responsible for developing, implementing, and managing marketing campaigns that promote our products and services. Your main goal will be to drive traffic, enhance brand visibility, and significantly increase customer...


  • gurgaon, India Antara Senior Care Full time

    Job Description – Category - ManagerRole Summary: Category - Manager is the business owner for his / her category including P&L and budget for the category. He/ she will be responsible for delivering sales, increasing AOV, optimizing channel mix, pricing, and promotion for the owned category, including reporting and monitoring of sales across...