Program Lead - Experience - Auto/Auto Ancillary

Program Lead - Experience

1. Define and drive projects, manage implementation activities, and develop processes & SOPs aimed at delivering a seamless and transparent experience- throughout the customer journey

2. Deeply understand the customer and their challenges through research and data analysis. Capture and distribute what customers think and feel at different touchpoints via key metrics including NPS. Synthesize and communicate insights and trends.

3. Present the Voice of the Customer to stakeholders for identifying opportunities to deliver an optimal customer experience

4. Work with various internal functions to design, integrate and execute business-wide processes & action plans

5. As an advocate for the customer, ensure customer delight across all touchpoint

Experience : 3 to 5 yrs

Budget : 7-10 lacs