Position Summary:
The Customer Experience Manager is a professional role that is primarily responsible for the implementation of the Customer Experience function / programs in partnership with the cross functional teams.
Position 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 owner
- 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 & with customer service background.
- Customer experience tools & concepts
- Strong facilitation skills and communication ski
- Attention to details & critical thinking
