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    DET-TT- CX Manager-GDSF04 - Bengaluru, India - EY

    EY
    EY Bengaluru, India

    1 week ago

    EY background
    Description
    The opportunity

    The primary role of a CX Manager
    • Customer Experience (CX) would be to make an immediate, direct contribution towards enhancing our clients' competitive position and performance in ways that are distinctive, innovative, and sustainable.
    To do this, following are key requirements for the role of Manager – Customer Experience (CX).Minimum QualificationsExperience in CX Strategy/ CX Design, CX Target Operating model or Technology enablementExperience in end-to-end customer journey mapping and skilled at designing customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
    Clear understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
    Experience in facilitating process walkthroughs, process mapping and radical process re-design.
    Well-developed business acumen and strong problem-solving attitude with the ability to visualize scenarios, possible outcomes & operating constraints.

    Good communication skills both written and oral, ability to make impactful presentations & expertise at using excel & PPTsShould be able to analyse information available across various formats and derive actionable insights.

    Demonstrated ability to handle operations smoothly and to lead by influence, including the delivery of cross functional and transformation projects.

    Well versed with Microsoft office tools (Excel/Word, PowerPoint etc.).Must be a Team player (Raises issues/concerns and seeks meaningful resolution, proactive and communicates clearly).

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