English
- English
- Deutsch
- Español
- Français
- Italiano
- Pусский
Dolly Bisht
Research Associate
Back to Jobs
Head Customer Experience
The vacancy has expired
-
Salary2500000LocationBangalore, India,Job Description
Candidate Profile
Educational Qualification
- Graduation
- MBA/PGDM preferred.
Work Experience
8-10 years
Industry Type
New Age Companies with strong Customer Experience mindset
Reporting to
Co-Founder
Responsibility and Skills
- Customer Journey Transformation – Map and review the as-is processes and journeys. Transform these into Best-in-Class journeys to provide Effortless & Caring Experience to the customers.
- Data Crunching - Using CX Insights and Data to identify key areas of transformation.
- Liaise with the stakeholders and Sr. Management to validate Gap Analysis and roadmap for transformation.
- Project Management – Drive implementation of new journeys. Drive CX improvement projects.
- Drive implementations in the current IT systems & Digital ecosystem. New systems implementations, when required.
- Process Improvements – Based on Lean approach drive process-improvements that could be quick wins, in addition to projects.
- Change Management – Manage the organization wide change impact of projects, including the cultural aspects.
- Establish the framework for customer communication. Review and approve all journeys as per the framework.
- Establish the Monitoring process (Audits, System Governance and Reports) that ensure, the journeys are working well to achieve desired outcomes.
- Build a culture of empathy-thinking across the organization and carrying out workshops / trainings to drive the same.
- Drive automations for recurring activities to deliver enhanced CX, Availability & Efficiencies.
- Establish the impact of transformation initiatives and linkage to business metrics.
Essential Skill Set
- Exceptional Communication & Presentation Skills
- Design Thinking & Journey Mapping Experience
- Experience in leading the implementation of CRM (Customer Relationship Management) & CCM (Customer Communication Management software)
- Proven track record of establishing and developing CX team.
- Able to influence Stakeholders for CX improvement projects. Keep them engaged and updated during projects implementation.
It has come to our attention that clients and candidates are being contacted by individuals fraudulently posing as Antal representatives. If you receive a suspicious message (by email or WhatsApp), please do not click on any links or attachments. We never ask for credit card or bank details to purchase materials, and we do not charge fees to jobseekers.