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Customer Experience Strategist

2 months ago

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 media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

Our mission is to create a different breed of Business Processing Outsourcing (BPO). We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Job Summary:

The Lead Experience Manager (LXM) is responsible for leading and managing the overall customer experience strategy and execution. This role involves overseeing customer interactions, ensuring high levels of customer satisfaction, and continuously improving processes to enhance the customer journey. The LXM will work closely with various teams to align customer experience initiatives with business goals.

Key Responsibilities:

  • Customer Experience Strategy: Develop and implement customer experience strategies to meet and exceed customer expectations.
  • Team Leadership: Lead and manage a team of customer experience professionals, providing guidance, support, and development opportunities.
  • Customer Insights: Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.
  • Process Improvement: Continuously evaluate and improve customer service processes to ensure efficiency and effectiveness.
  • Cross-functional Collaboration: Work closely with marketing, sales, product development, and other departments to ensure a cohesive customer experience across all touchpoints.
  • Performance Metrics: Establish and track key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty.
  • Customer Communication: Develop and maintain effective communication channels with customers to address their needs and concerns promptly.
  • Training and Development: Design and deliver training programs to enhance the customer service skills of team members.
  • Reporting: Prepare and present regular reports on customer experience metrics and initiatives to senior management.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs, we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL.