Assistant Manager - Customer Experience - ConsumerTech

About the Company :

- A 12 year old Consumer-Tech firm with over 5 Million subscribers.

- Products offered across 26,000 pincodes in India

- Awarded "Great Place to Work"

Job Title : Assistant Manager - Customer Excellence (CX)

Key result areas:

- Act as CX Champion and understand customer needs & expectations through quantitative and qualitative analysis and optimize the customer experience across LOB

- Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints, Digital Transformation Roadmaps.

- Driving detailed NPS analytics to gain meaningful data insights that help in identifying customer pain points in the claim journey

- Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information

- Keep abreast of any latest technology and industry trends, and any updates in statutory rulings that may impact Customer experience

- Takes proactive and constructive action at work with little or no direction from others and displays responsibility for problems, initiatives and tasks that lie within the domain of own role