Customer Experience Manager

Overview

Responsibilities

• Shaping the customer communication programme and driving consistent brand messages across all delivery platforms
• Work cross-functionally with the Co-Founders and other business functions such as Sales/Business Development, Product Development Team, Operations, and any other ancillary services etc. for implementation of projects/initiatives to improve customer satisfaction.
• Implements standardized processes procedures across the group for handling customer complaints / communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues.
• Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.
• Provides direction guidance to customers in all categories for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business
• Pro-actively identifying possible gaps and challenges and executes online and offline actions to ensure customer experience is not compromised and the customer is left feeling delighted with the service offerings of splidu
• Consolidates and analyzes solution-wide reports & customer centric data & trends; recommends to Management, ways and means of overcoming service shortfalls to promote customer delight. Designs and delivers projects which help achieve tangible outcomes.
• Monitors and ensures that operational related KPIs are achieved for customer experience across all categories e.g. Average Response Time;
• Work in close collaboration with the Product Development team (internal and external) to define requirements and identify the infrastructure capable of best supporting seamless engagement, service delivery at each customer touchpoint
• Collect and translate insights into tangible design opportunities to inspire innovation
• Contribute to defining the project perimeter and building innovative business strategies that take into account the needs of users, business requirements, and project constraints.
• Analyze failure or pain points within existing services and experiences and identify root causes for that failure
• Set up and run the overarching Voice of Customer Programme define the objectives, methodology, logic, channel, contact strategy for capturing VOC across all touchpoints (App, Web, Omni-channels, Social, Reviews etc )
• Define and establish the bank-wide CX measurement framework & metrics (NPS, CSAT, User love metrics etc..)- developing a logical and holistic framework that ties key metrics that impact customer experience to business outcomes
• Responsible for customer experience research and ensure that research moved beyond data, to genuine insights that can be used to influence business / product / operational decisions