AA - Customer Experience Management (AM/Manager)
2 weeks ago
Key Result Area Key Activities
1. Service Quality
● Map customer experience, research and benchmark practices within/
across the industries for all lines of business.
● Ensure service standards are met across all customer touch points by
monitoring quality of operations, services, processes and products
through service surveillance & mapping.
● With function heads establish performance levels; ensure
conformance, corrections and preventive actions, through continual
review of processes with internal stakeholders.
● Ensure service quality audit processes and time lines are followed and
adhered at all times through stakeholder management.
● Thorough understanding & experience of driving Net Promoter Score
(NPS) & Customer Satisfaction (CSAT) projects. Responsible for
measuring, tracking and executing quality initiatives to positively
impact customer KPIs through awareness drives, learning and other
programme management initiatives.
● Identify, suggest and carry-out service quality performance
improvement projects for service enhancement, cost saving and
revenue generation.
● Drive mystery audit projects within the organization (inhouse and
outsourced programmes)
● Prepare & present insightful reports/presentations on voice of customers
(VOC), NPS, mystery shopping, employee feedback or any other
programme launched to drive customer excellence.
● Bring competitive industry best practices to provide best in class
experience, in-turn create service excellence as a
differentiator to drive premium revenue to the organization.
● Responsible for working along with the CH operations team,
designing training content, delivering and monitoring the
effectiveness through QA audit processes & CH SLAs.
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