Team Member - NPS Net Promoter Score - Leading Private Sector Bank
Team Member - NPS Net Promoter Score - Leading Private Sector Bank
Posted on :
14-06-2025
Employer Active
1 Vacancy
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Job Description
Purpose of the Job
To drive Net Promoter Score for various products and customer touch points across the bank to:
- Measure and review performance
- Monitoring action plan and detractor engagement
- Drive improvement
Key Responsibility:
- Customer Experience Measurement and Improvement resulting in overall improvement in NPS Scores.
- Detailed analysis of Customer feedback.
- Evaluate customer pain areas and work collectively with the units to carry out process improvements.
- To arrive at an action plan collectively with the unit and monitor the plan for improvement of NPS scores
- Follow up / escalation for timely closure of agreed action plan.
- Assisting product/channel in finalizing processes aimed at improvement in customer experience.
- Tracking of important changes metric movements and latest developments etc. in respective units.
- Driving detractor calling across all the channels / units.
- Ensure 100 detractor customers are contacted within TAT by respective channels.
- Review Resolution Effectiveness Scores trend
Candidates Profile:
- Should have minimum 2 years of experience in customer feedback / NPS / C-SAT surveys.
- Should possess technical understanding to drive digital initiatives.
- Should have good product / process knowledge.
- Have experience in handling/ driving quality and process related improvements
NPS,Net Promoter Score,Quality Initiative Group,QIG,CSAT,VOC,CSAT data,NPS analytics,Analyzing data,NPS Implementation
Employment Type
Full Time
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