Lead - Customer Experience - Conglomerate

- Our client is a Conglomerate with business in B2B & B2C domain, This role would be in the corporate office in Mumbai

- Enable businesses to solve complex business problems effectively, convert large & complex problems into smaller buckets, solve effectively with sharper insights, clear actionable & deliverables. Establish the same with the use of proven design thinking technique, analytical tools and solutions.

- Be an Advisor, custodian and a practitioner of customer centricity, research and in-sighting projects. Identify need gaps and opportunities, translate insights into actionable, and articulate implications on the brand, product, technology, processes & thereby overall business results

- Develop & scaleup the "measure" tenant of Customer Experience - Return on Investment (ROI) model & simulator across the group, support business in predicting NPS, reduce revenue leakage through ring fencing the promoters, and reduce NPS category downgrades.

- Create Centre Of Excellence (COE) within on - solutioning IT & Analytics, Data & Visualization, Governance and Capability ensuring constant evolution, support & sustenance in the group