CX Strategy Lead- Airlines | NPS

4 days ago

Faridabad, India Aviation Indeed™️ Full time

Job PurposeLead the design, implementation, and analysis of customer experience (CX) metrics, with a primary focus on Net Promoter Score (NPS) and related customer feedback analyticsUtilize data-driven insights to understand customer sentiment, identify improvement opportunities, and drive actions that enhance overall customer satisfaction and loyaltyKey AccountabilitiesNPS & CX ProgramsSupport in creation of the overarching Customer Experience strategy in accordance with changing customer needs by leveraging customer data, sentiment, other key, competitor analysis, etc. across all channels with customer contactPrepare detailed MIS reports on all major challenges, key insights, future plan of action, key levers to drive customer satisfaction, etc. and present the same to the Lead – CX StrategyLead teams to design various processes and methods to correctly extract customer data through various touchpoints and summarize the same into actionable insightsLead teams to identify, compile, and assess consumer datasets using variety of tools to predict, measure and improve the success of various business outcomes in line with customer experienceLead the NPS program, including survey design, deployment, and monitoring of customer feedback dataEnsure coordination with Commercial/IFS/Ground Handling teams to set up processes at various customer touchpoints & extract other key informationDevelop targeted strategies to improve the CX for different customer segments; Segment customers based on NPS scores and other attributes to identify high-value customers and at-risk segmentsSelect and improvise on analytical tools to evaluate customer data and present reports to the senior management to aid in decision making in line with organizational strategyLead teams to develop pro-active and innovative analysis which can be used as the foundation for incremental improvements in sales through consumer focusPlan for different methods and processes used in monitoring customer sentiment and actively form and drive customer experience goalsStay abreast of the latest trends and best practices in CX analytics and NPS measurementTeam ManagementSupervise and lead a team of customer service representativesConduct regular team meetings, provide guidance, and foster a positive and collaborative work environmentImplement training programs to enhance team skills and knowledgeAny other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.Skills Required for the roleStrong Analytical skillsStrategic ForesightCoordination skillsCustomer centricityCross-functional Collaboration skillsDigital Mindset

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