Head - Customer Experience

7 days ago

Chennai, India Saaki, Argus & Averil Consulting Full time

Position: Head Customer Experience Location: Coimbatore Experience: 7–12 years Joining Timeline: Immediate - 45 days About the Role We are looking for a dynamic Customer Experience Head to drive excellence across customer service channels, spanning retail, service, B2B, and education segments. This is a strategic and operational leadership role, responsible for shaping and implementing customer experience initiatives that enhance satisfaction, resolve issues efficiently, and create seamless engagement across all customer touchpoints. Key Responsibilities 🔹 Customer Experience Strategy · Define the end-to-end customer journey and continuously improve it. · Identify service gaps using journey mapping and customer feedback. · Champion VoC (Voice of Customer), NPS, and CSAT programs. 🔹 Service Operations & Quality Control · Establish and enforce SOPs for issue handling and escalation. · Set and track service benchmarks like resolution time and first contact success. · Monitor daily operations to ensure SLA compliance. 🔹 Team Performance & Training · Develop dashboards for real-time productivity and resolution tracking. · Conduct quality audits and root cause analyses on customer complaints. · Launch continuous training programs with assessments. 🔹 Omnichannel Experience Management · Streamline customer interactions across platforms (Voice, Email, WhatsApp, CRM). · Implement multi-touchpoint ticketing systems with defined TATs. · Ensure a consistent customer experience across verticals. 🔹 CX Technology & Insights · Lead innovation through automation, AI/ML tools, and sentiment analytics. · Generate monthly insights on trends, feedback, and process gaps. · Recommend data-driven improvements to enhance customer engagement. 🔹 Escalation & Issue Management · Serve as the central point for escalated concerns. · Ensure effective redressal and long-term solution planning. · Maintain transparency through reporting and preventive action tracking. Success Metrics · Customer Satisfaction (CSAT) and Net Promoter Score (NPS) · First Contact Resolution (FCR) · Escalation Ratio and Response Times · Complaint Closure Rate and Repeat Complaints · Monthly Insights and Team Productivity Dashboards

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