Customer Experience Manager

Excellent opportunity with Top Tier MNC Client based in Bangalore

Short notice joining preferred

- Understand and establish user-experience metrics (including performance) and drive cross-functional improvements

- Oversee the hiring, orienting, and training of the customer experience team

- Define and implement standards/procedures for ensuring optimal customer experience

- Conduct surveys to gather information on customer opinion of rendered services. Use Net Promoter Score and other tools to measure improvements over time.

- Reach out to customers to help resolve issues and provide quick response to inquiries

- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on IT

- Liaise with the delivery team to ensure high quality products and services

- Establish communication mediums through which customers can readily contact IT and vice versa

- Oversee the restructuring of IT into a customer-focused establishment

- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service

- Conduct studies and research to discover new techniques necessary for improving customer experience

- Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills

- Deliver service improvements to improve the customer experience across IT

- Influence senior stakeholders, staff and volunteers to support and deliver proposed improvements via the appropriate channels and processes

- Develop and own the severity-1 process