BriefCase
BriefCase

Customer Experience Manager Job in Avanse Financial Services Ltd.

Customer Experience Manager

Avanse Financial Services Ltd. 4+ weeks ago
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Job Summary

Key Responsibilities:

  • Ensuring continuous process improvement throughout customer lifecycle to have uniform customer experience across processes
  • Tracking performance on Customer experience
  • Action feedback from internal stakeholders/external partners on user experience
  • Customer experience dashboard Management
  • Drive adoption on NPS & customer facing digital initiatives across the company
  • Driving R&R for best customer experience across teams
  • Ensuring standardization of processes
  • Liasioning with BPM team/ cross functional team for new processes / re-engineering (customer facing process)
  • Workshops with customer facing teams for continuous improvement
  • Interaction with business partners to gather feedback and deliver experience

  • Seamless and timely execution of any given project

Key Deliverables :

  • Business Metrics
  • Customer Experience Score
  • Mystery Shopping Score
  • Process Excellence ensuring continuous churns on top complaints & requests
  • Trainings programs coverage of topics and employees

  • R& R Management

Personal Attributes
Excellent written and verbal communication
Good interpersonal skills
Able to multitask
Adaptable and willing to travel
Resolution led approach

Contract period: 11 months

No. of working days in a week required to put in - 5 days

No. of working hours requried per day - 8 hrs


Skills Required :
COntent writing, content writer
Qualification :
Graduate
Experience Required :

5 to 8 Years

Vacancy :

2 - 4 Hires

Skills Required :

Content Writer, Content Writing

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