Lead- CX and NPS

5 days ago

Gurgaon, Haryana, India Aviation Indeed™️ Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Position: Lead – Customer Experience (CX) & NPS
Location:
Gurugram, Haryana

Experience:
6+ years in Customer Experience / NPS roles

Qualification:
Bachelor's / Master's / MBA in Business, Hospitality, or related field

About The Role
We're looking for a dynamic professional to lead the
Customer Experience (CX) and Net Promoter Score (NPS)
program. The role focuses on driving data-based insights, improving customer satisfaction, and fostering loyalty through effective customer feedback and analytics.

Key Responsibilities
Customer Experience & NPS Management

  • Lead the design, implementation, and analysis of CX and NPS programs.
  • Drive customer sentiment analysis to identify opportunities for improvement.
  • Prepare detailed MIS reports highlighting insights, challenges, and action plans.
  • Collaborate with cross-functional teams (Commercial, IFS, Ground Handling) to improve customer touchpoints.
  • Segment customers based on NPS data to develop targeted CX strategies.
  • Select and implement analytical tools to evaluate and report on customer data.
  • Stay updated on industry trends and best practices in CX and NPS.

Team Leadership

  • Supervise and guide the customer service team.
  • Conduct team meetings, provide feedback, and foster collaboration.
  • Implement training programs to enhance CX and analytical skills.

Skills & Attributes
Strong analytical and data interpretation skills

Strategic foresight and problem-solving ability

Cross-functional collaboration and coordination skills

Customer-centric mindset and digital orientation

Key Performance Indicators (KPIs)

  • Improvement in NPS (Net Promoter Score)
  • Reduction in customer complaints
  • Accuracy of analytics and data reporting

Ideal Candidate

  • 6+ years of experience in large-scale customer experience or NPS-driven teams
  • Prior exposure to CX strategy, analytics, and process enhancement
  • Experience within the airline or service industry will be an added advantage

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