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VP - Customer Experience
2 months ago
Job Summary
The VP of Customer Experience represents the customer's voice internally, creating a bridge between Excitel and its customers. He/She will create the roadmap of service for the organization by aligning customer segments- expectations and goals. The role is further responsible for design and implementation of service solutions across various Customer Touch Points.
Key Responsibilities
Business:
- Design, develop and deploy Excitel’s customer experience strategy, with clear characterization of customer segments expectations (current and future), detailing touchpoints under the umbrella of mandatory guidelines.
- Analyze customer data/preferences in order to guide any activity at Excitel that impacts customer experience For example: Products/ Process Design, Partnerships.
- Work with each function across the organization to reframe the charter, roles and rituals for customer-centricity.
- Monitor customer complaints and use predictive analysis to anticipate complaints while creating a culture of first instance resolution and problem solving.
- Design and assume responsibility for multiple aspects of the future Customer Support Delivery model/maturity roadmap.
Customer:
- Build a framework to drive holistic thinking of customer experience, ensuring alignment across functions, processes and people.
- Build and develop predictive scores for every customer based journey (customer satisfaction and value) in partnership with the Analytics Team Example: Revenue, Loyalty, Cost to serve.
- Coordinate a multi-pronged view of customer data for digital empathy, digital business models and real-time digital customer experience excellence
- Design methods to listen to and interact with customers periodically
Internal process:
- Design and deploy customer quality assurance programs for the organization.
- Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
- Review and recommend methodologies to deal with customer challenges and compliance breach based on patterns and trends.
- Build capability to resolve issues by running detailed root cause analysis of various issues in order to address it through process transformation and automation and prevent future occurrence.
- Recommend workflow improvements based on RCA findings at designated meetings with functions
Learning & Performance:
- Design customer service indicators that find prominence in every employee's performance objective that leads to a culture of service across the organization.
- Develop an effective portfolio of internal communications that educates leaders and employees on customer experience realities, expectations, moments of truth, goals, improvement, emphasizing how different roles can impact in customer lifetime value.
- Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
- Participate in development of training and coaching routines to ensure employees have skills necessary to deliver a superior customer experience.
- Interact and network with peers/experts across industries to learn from and share best-in-class service practices and technologies for exemplary Customer experience.
Required Competencies:
- Excellent interpersonal skills coupled with stakeholder management.
- Excellent people managing skills across multiple teams/locations.
- Thrives in a fast-paced environment; able to work in ambiguity and be flexible as priorities change.
- Takes an empathic approach, but not afraid of conflict.
- Strategic Thinking and business perspective.
- Analytical, conceptual, problem solving & decision making Skills.
- System Oriented, takes initiative and drive high energy.
- Excellent verbal and non verbal Communication Skills.
Work Experience & Qualifications
- Proven work experience of 10+ years in similar role.
- MBA in Business Administration. Candidates with technical background (B.E. / B. Tech) preferred.
- Must have minimum 7 years of experience in a call center operations role.
