Program Manager - Customer Experience

Required Skills: Microsoft Excel Expert, Data Analysis, Merchant Experience, Data-oriented problem solving, Driving improvements in CSAT, NPS

Responsibilities will include:

Functional Expertise:

- Lead the merchant experience roadmap to improve merchant contact experience, merchant retention & reduce incidence rates

- Design and lead programs to improve experience metrics, driving improvements in CSAT, NPS and other relevant operational metrics

- Monitor key performance indicators (KPIs) for merchant experience and retention, and drive actionable items from trends.

- Conceptualize the workflow and own chat as a service channel (self-serve/automated + agent support)

- Perform exploratory data analysis to identify trends, patterns, correlations, and insights and develop data driven solution to improve merchant experience

- Develop and manage a comprehensive customer communication strategy, including targeted campaigns to engage and retain customers. Streamline the communications across the product journey, adverse events and product changes/launches in collaboration with the respective Business, Operations & Product Owners

- Own the retention charter and drive strategic projects that enhance merchant stickiness and delight

Problem Solving:

- Identify next avenues of merchant experience enhancements, by benchmarking against the gold standards across the world.

- Analyze merchant feedback, market trends, and competitive insights to identify opportunities for improvement and innovation in merchant experience. Own and drive these changes by collaborating with cross-functional teams.

- Drive a culture of continuous improvement, encouraging feedback from customers and employees to enhance service delivery.

Interaction:

- Collaborate with the leadership, product owners, marketing, sales, and support teams to ensure a seamless and positive customer journey from acquisition through to renewal and expansion.

- Drive meetings with conflict and/or ambiguity to a common logical conclusion. Present MX updates to the larger forum in meetings.

Impact:

- Lead Merchant Experience by looking at end to end MX journey and identifying key themes for next phase of growth

- Envision the best merchant experience across India and SE Asia as a benchmark - own and manage the user journey and delight for cutting-edge products

- Champion for merchants across products and lead cross-functional high-impact projects driving accountability across the leadership team for respective actions items

Challenges & Decisions;

- Take merchant-first decisions in developing the MX roadmap

- Navigate multiple priorities across the org to ensure that experience is always factored in when developing or enhancing a product; should always be impact driven when working with cross functional leaders/teams

- Aim for the gold standard that our merchants never face issues with our products, and if they do, their queries get addressed in the shortest time possible.

Skills & know-how:

- Solution-oriented with a customer-first mindset

- Comfortable in working with cross-functional leaders (especially product and tech), breaking down complex issues into workable segments

- Data-oriented problem solving. Excel, Powerpoint and SQL are second nature

- Need candidate from Tier 1 college only,, it is a team handling role