Customer Experience Strategist
10 hours ago
About HR Yaar
HR Yaar is a leading provider of innovative human resources solutions.
About the Role
We are seeking an experienced Customer Experience Strategist to join our team in BTM Layout, Bangalore. The successful candidate will have a proven track record of driving customer experience improvements and managing customer feedback programs within the BFSI sector.
Job Summary:
The Customer Experience Strategist will be responsible for overseeing the entire customer journey, ensuring that customer interactions with HR Yaar are positive and addressing areas of improvement. The role will involve collaborating closely with different departments to optimize processes and drive initiatives that enhance customer satisfaction, loyalty, and overall experience.
Key Responsibilities:
- Call Centre Management:
The Customer Experience Strategist will manage the entire process of the contact center, including handling training, analysis, quality assessment, and coordination with call centre team members.
Customer Journey Mapping:
The role involves developing, maintaining, and refining detailed customer journey maps to understand customer needs, pain points, and expectations at every stage.
Customer Feedback Management:
The Customer Experience Strategist will collect, analyze, and interpret customer feedback from various channels (surveys, reviews, social media, etc.). They will design and implement customer satisfaction surveys, Net Promoter Score (NPS) tracking, and other feedback mechanisms.
Cross-Functional Collaboration:
The successful candidate will work closely with product, sales, marketing, and customer service teams to ensure consistency and quality across all customer interactions.
Process Improvement:
The Customer Experience Strategist will identify areas for improvement within customer support processes, policies, and communication. They will implement process improvements and training programs that drive efficiency and enhance the customer experience.
Data-Driven Insights:
The role involves analyzing customer experience data to track trends, identify root causes of issues, and generate actionable insights. The Customer Experience Strategist will provide regular reports on customer satisfaction metrics and make recommendations for improving customer experience KPIs (Key Performance Indicators).
Customer Retention & Loyalty:
The successful candidate will develop strategies to enhance customer retention and build long-term customer loyalty. They will design and oversee loyalty programs, referral programs, and other customer engagement strategies.
Team Leadership & Development:
The Customer Experience Strategist will manage a team of customer experience specialists or support staff and provide leadership, coaching, and professional development opportunities to ensure the team delivers high-quality customer interactions.
Requirements:
- Education:
A Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field is required.
- Experience:
At least 5 years of experience in customer experience, customer service management, or a similar role within the BFSI sector is mandatory.
- Skills:
Strong understanding of customer journey mapping and customer experience strategy.
Excellent communication, interpersonal, and problem-solving skills.
Analytical mindset with experience using data to drive decision-making.
Proficiency with customer relationship management (CRM) software, feedback tools, and analytics platforms.
Ability to lead and motivate a team while working cross-functionally with other departments.
Estimated Salary: ₹13,00,000 per annum
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