Customer Experience Manager

Job Description

• Acts as the voice of the client across all channels, products, processes & services across the organization.
• Designs and improves the E2E client experience in partnership with the process owners
• Implements & manages the Client Obsession programs
• Manages the NPS survey, feedback and action planning to increase customer satisfaction, loyalty & advocacy
• Collaborate with the cross functional teams on complaints management.

Qualifications

• Knowledge in Project management,
• customer experience tools & concepts
• With customer service background
• Leadership & influencing skills
• Strong facilitation skills
• Strong communication skills
• Attention to details & critical thinking

KPI:

• KPIs include : Net Promoter Score, Complaints Reduction, Client Obsession initiatives, Pain point reduction

Tools:

• Microsoft Office tools