Customer Experience- Programme Management - Sany, India - People Konnect

Description

JobDescription: Map customerexperience research and benchmark practices within/
across the industries for all lines of business.
Ensureservice standards are met across all customer touch pointsby
monitoring quality of operations services processesand products
through service surveillance &mapping.
With function heads establish performancelevels; ensure
conformance corrections and preventiveactions through continual
review of processes withinternal stakeholders.
Ensure service quality auditprocesses and time lines are followed and
adhered at alltimes through stakeholder management.
Thoroughunderstanding & experience of driving Net PromoterScore
(NPS) & Customer Satisfaction (CSAT) projects.
Responsible for
measuring tracking and executing qualityinitiatives to positively
impact customer KPIs throughawareness drives learning and other
programme managementinitiatives.
Identify suggest and carryout servicequality performance
improvement projects for serviceenhancement cost saving and
revenuegeneration.
Drive mystery audit projects within theorganization (inhouse and
outsourcedprogrammes)
Prepare & present insightfulreports/presentations on voice of customers
(VOC) NPSmystery shopping employee feedback or any other
programme launched to drive customer excellence.
Bringcompetitive industry best practices to provide best inclass
experience inturn create service excellence asa
differentiator to drive premium revenue to theorganization.
Responsible for working along with the CHoperations team
designing training content deliveringand monitoring the
effectiveness through QA auditprocesses & CH SLAs.