Sr Manager - Customer Experience
Sr Manager - Customer Experience
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Job Description
Job Purpose
The purpose of the role is to plan & execute Net Promoter Score (NPS) program across the organisation by aligning and coordinate with all stakeholders to make it a success. The role will also have the overall responsibility for launch / sustainment and actions analysis of NPS feedback data from customers to derive meaningful insights and action points. The role is also responsible for rollout in regions trainings ensuring IT coordination coordinating huddles communicating with stakeholders internal marketing ensuring Logistics to manage key vendors for seamless implementation of the program and to provide inputs for prioritization of initiatives and customer segments basis their value to businesses.
Job Context & Major Challenges
Job Context / Job Challenges:
ABHI with its business model has the opportunity to influence more Moments of Truth than traditional Health Insurance companies. The opportunity to create a great experience for the customer during purchase and onboarding claims policy servicing and DRM through traditional or digital channels is immense. ABHI intends to provide superior customer experience to its customers which is best in industry.
Key Challenges
oTo drive and align various functions within the organization towards the common goal of Mission Happiness initiatives. Creating platform to connect customers directly with various functions to receive and understand the customers feedback first hand without any dilution.
oEnsuring regular Huddle at HO and identification/ of action plan with in timelines.
oBasis feedback from customers prioritize product process & system improvements.
Key Result Areas
Management
Management
Required Experience:
Manager
Employment Type
Full Time
