Head - Customer Experience
Head - Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Head Customer Experience
Location: Coimbatore
Experience: 7 12 years
Joining Timeline: Immediate - 45 days
About the Role
We are looking for a dynamic Customer Experience Head to drive excellence across customer service channels spanning retail service B2B and education segments. This is a strategic and operational leadership role responsible for shaping and implementing customer experience initiatives that enhance satisfaction resolve issues efficiently and create seamless engagement across all customer touchpoints.
Key Responsibilities
Customer Experience Strategy
Define the end-to-end customer journey and continuously improve it.
Identify service gaps using journey mapping and customer feedback.
Champion VoC (Voice of Customer) NPS and CSAT programs.
Service Operations & Quality Control
Establish and enforce SOPs for issue handling and escalation.
Set and track service benchmarks like resolution time and first contact success.
Monitor daily operations to ensure SLA compliance.
Team Performance & Training
Develop dashboards for real-time productivity and resolution tracking.
Conduct quality audits and root cause analyses on customer complaints.
Launch continuous training programs with assessments.
Omnichannel Experience Management
Streamline customer interactions across platforms (Voice Email WhatsApp CRM).
Implement multi-touchpoint ticketing systems with defined TATs.
Ensure a consistent customer experience across verticals.
CX Technology & Insights
Lead innovation through automation AI/ML tools and sentiment analytics.
Generate monthly insights on trends feedback and process gaps.
Recommend data-driven improvements to enhance customer engagement.
Escalation & Issue Management
Serve as the central point for escalated concerns.
Ensure effective redressal and long-term solution planning.
Maintain transparency through reporting and preventive action tracking.
Success Metrics
Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
First Contact Resolution (FCR)
Escalation Ratio and Response Times
Complaint Closure Rate and Repeat Complaints
Monthly Insights and Team Productivity Dashboards
Remote Work :
No
Employment Type
Remote
