Senior Manager - Customer Experience Projects & Capability Building

About the Customer Experience Team

We will be the voice of our customers to the company and the voice of the company to our customers

We will own and deliver on our organization's value proposition of providing service that - Wows- our customers at every single interaction

We will be responsible to define, create and improve on providing - the best customer experience in the industry- founded on the principles of empathy, understanding, resolution and great communication

We will provide insights from customer interactions to help to improve customer centricity of every employee in the organization and make them understand what our customers love and what they don- t

We will work with team across the organization on projects and initiatives to improve our association with customers across four key dimensions - Ease, Engagement, Trust and Advocacy

We will run customer advocacy operations in an efficient manner making the best use of technology, streamlined processes and building a talent pool that's fanatic about customer centricity while having a deep knowledge of overall business fundamentals

What is the Role and Level- Capability Building and Service Experience(AVP/Senior Manager)

What does this role mean in the organization-

The Capability Building and Service Experience will lead all initiatives and projects related to the Customer Experience function - Contact Centre, Claims, Onboarding operations and Customer Experience Design - responsible for designing and creating the right capabilities and structures to deliveran awesome experience to our customers. This role is a critical part of the Customer Experience function's leadership team. In the initial phase the incumbent in this role would be expected to span across multiple workstreams - building upon the Customer Experience principles, skill development, operating frameworks for contact center, business intelligence, MIS etc. In the medium to long term this role would increasingly involve defining and driving all customer experience program and initiatives cross functionally.

What will we expect from you-

Partner in the design and Set upof the Customer Advocacy Operations (Contact Centre) to service customer interactions across all product lines

Develop functional capabilities - talent identification, operating model and frameworks, SOPs development etc. for areas such as training, service quality, talent acquisition while we set up and Scale up the operations in line with overall business and product line growth

Lead functional teams responsible to support operations for the Customer Advocacy Centre during the set up phase and subsequently create sustainable leadership structures

Contribute to calibrating the Customer Experience Design principles of the organization as we scale up

Contribute to defining an organized, efficient and effective operating model for Customer Advocacy Operations by partnering with the Operating and functional leadership

Partner with the technology and data sciences functions to define and establish the right Business Intelligence structure - Metrics, Dashboards, Triggers etc. - for the Customer Experience Function

Create the structure to enable deeper analysis of consumer behaviors & trends, by reviewing the internal & external data

Utilize qualitative and quantitative insights to define customer experience issues, conduct RCA, design solutions, define key metrics and indicators for measurement and success

Execute identified project/initiatives and drive business outcomes

Lead, develop and direct the team, by appropriate performance management, engagement and development of the team

Qualification Criteria

A Graduate/Post Graduate Degree from a Tier 1 University. MBA Preferred but only when coming with relevant expertise in Customer Experience

Experience in relevant areas such customer servicing, contact center, client engagement in a services or product environment that has seen significant digital transformation

9-11 years of experience in functional roles (Domain Consulting, Solutions, Business Process Improvements, Service Quality, Process Excellence, Consulting)

Demonstrable and proven exposure in playing a central part in the Customer Experience Strategy or Operations Design and Transformation for an organization

Latest industry knowledge in the latest customer experience strategies

The ability to engage with, wow and inspire confidence across stakeholder