Customer Experience- Programme Management

Map customer experience research and benchmark practices within/
across the industries for all lines of business.
Ensure service standards are met across all customer touch points by
monitoring quality of operations services processes and products
through service surveillance & mapping.
With function heads establish performance levels; ensure
conformance corrections and preventive actions through continual
review of processes with internal stakeholders.
Ensure service quality audit processes and time lines are followed and
adhered at all times through stakeholder management.
Thorough understanding & experience of driving Net Promoter Score
(NPS) & Customer Satisfaction (CSAT) projects. Responsible for
measuring tracking and executing quality initiatives to positively
impact customer KPIs through awareness drives learning and other
programme management initiatives.
Identify suggest and carryout service quality performance
improvement projects for service enhancement cost saving and
revenue generation.
Drive mystery audit projects within the organization (inhouse and
outsourced programmes)
Prepare & present insightful reports/presentations on voice of customers
(VOC) NPS mystery shopping employee feedback or any other
programme launched to drive customer excellence.
Bring competitive industry best practices to provide best in class
experience inturn create service excellence as a
differentiator to drive premium revenue to the organization.
Responsible for working along with the CH operations team
designing training content delivering and monitoring the
effectiveness through QA audit processes & CH SLAs.