Snapdeal - Manager/Senior Manager CX/SX - Customer Experience Design

Function: Customer Experience

Designation: Manager/Sr. Manager- CX/SX Design

Job Location: Gurgaon

Responsibilities:

- In this role, you are expected to understand the drivers of customer experience and contact support channels. You are required to identify and assess complex problems for a defined set of areas of responsibility. You would create solutions in which analysis requires an in-depth evaluation of variable factors. Further, it requires adherence to strategic direction set by senior management:

- Work on key CX metrics: NPS, CSAT, Resolution time & Contact reduction

- Responsible for driving Process improvements within the guard rails of cost, quality & stakeholder experience

- Create roadmaps & short/ long term plans to improve the key metrics

- Liaise with internal teams such as marketing, product development, data science, Tech & Design to identify & plug gaps in the customer journey

- Responsible for the independent assessment and reasoning of the effectiveness of the as-is processes, and define & test hypothesis

- Define key input metrics & KPIs for various projects, check sensitivity with the output metrics and constantly track their performance

- Create effective reporting dashboards for different stakeholders & present the progress to the Leadership

- Prepare standard operating procedure (SOP), templates and workflow documents for each new process

Skills Required:

- Ability to define problem statement, design & improve processes across life cycle of customer

- Program management skills to drive execution of the changes planned across a cross functional team in a relatively ambiguous environment

- Ability to multi-task and work on a diverse range of requirements

- Ability to create data driven business cases

- Expert level data analysis & manipulation skills

- Enterprising, ability to communicate effectively & create compelling presentations

- Must be a self-starter

Background:

- Prior experience of 4-6 years in consulting or ecommerce in customer experience/ process improvement roles

- B.Tech + MBA from Top institutions of India