Lead Experience Excellence Specialist

6 days ago

Pune, Maharashtra, India beBeeExperience Full time ₹ 1,85,70,000 - ₹ 2,25,90,000
Lead Experience Excellence Specialist

We are seeking a seasoned professional to lead our experience excellence strategy and roadmap. This includes developing and monitoring global performance metrics and voice of customer statistics to enhance service quality, customer experience, and operational efficiency.

Key Responsibilities:
  • Develop and implement a service excellence strategy for Employee Line Manager Advisory services in alignment with organizational objectives.
  • Work with senior leadership to identify key performance indicators and metrics that drive business performance and ensure they are accurately tracked and reported globally.
  • Identify, implement, monitor, and track continuous improvement initiatives to achieve efficiency targets, improve service quality, and enhance customer experience.
  • Support the global community of practice for the specific service area, lead standard process standardization, and work with Global Solutions Owners to prioritize improvements.
  • Monitor capacity reporting and measurement to understand service throughput and work with operational leaders to plan and optimize resources to cover BAU, peak periods, and projects.
  • Review and adopt global standard operating procedures (SOPs), ensuring updates are reflected and communicated.
  • Carry out service performance benchmarking to ensure we stay current and deliver efficiently.
  • Engage with CoE in respective areas in project planning and service management.
Requirements:
  • Prior experience in leading experience excellence initiatives.
  • Proven track record of developing and implementing successful service strategies.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.

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