Industry - Pharma / Biotech / Clinical Research
Skills - customer centric
Job Type - Permanent
Job Description :
- Develop, drive and monitor Customer Experience vision, strategy, road map and execution thereby facilitating necessary capabilities in sustaining cultural change in organization
- Lead Net Promoter Score and Benchmarking Program including end to end operations of designing and sending surveys, driving analytics on customer experience feedback to provide actionable insights to operations team
- Redesign site wise experience across touchpoints based on customer journey mapping, conduct call quality reviews, measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost and compliance
- Drive process improvement initiatives to help improve customer experience by working closely with all departments
- Conduct customer experience workshops and assist team in understanding and improving key elements of the customer journey including driving change and implementing procedures to improve the experience
- Map, manage and translate the customer journey into a logical sequence by leveraging on our program initiatives, integrated projects and site capability to measurable business value
QUALIFICATION:
Bachelors in any degree, MBA preferred
EXPERIENCE:
- A customer experience professional with 10-12 years of experience in customer onboarding, engagement and retention
- Ability to effectively collaborate cross-functionally with both internal and external partners
- Must be effective working in a team environment
- Strong command on presentation and excel skills
- Needs to know any local language
Contact - Rutha Shah -
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